AccountId: 011433970860
ContactId: e24d4088-e787-4947-8071-c76e5d9a149f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 744719 ms
Total Talk Time (AGENT): 101479 ms
Total Talk Time (CUSTOMER): 94748 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=-1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/e24d4088-e787-4947-8071-c76e5d9a149f_20250207T16:39_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, I was returning a call to speak to [PII].
[AGENT][NEUTRAL] OK. And may I have your name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. Do you have a policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm calling from a provider's office about a, it's a specific patient, but, uh, I don't have it on me.
[AGENT][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] OK. Let me have a callback number just in case we get disconnected, Miss [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let me send her a message and see if she's available. Bear with me.
[AGENT][NEUTRAL] You says [PII]. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. I'm waiting on her.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm still waiting. Let me check and see if she's in a car.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Yeah, she's in a car.
[CUSTOMER][NEUTRAL] OK, I can wait. It's fine.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. Um, she's still on a call. Um, is this something that maybe I can help you with, Miss [PII]?
[CUSTOMER][NEUTRAL] Uh, she just wanted to confirm my fax number to send me an EOB.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is that fax number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, um, if you have the policy number, I can probably just go ahead and send it for you.
[CUSTOMER][NEUTRAL] OK, let me pull it up hang on.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Policy number D as in David, 437.
[CUSTOMER][NEUTRAL] 28955
[AGENT][NEUTRAL] What's the spelling of the last name of the patient?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK, and what's the spelling of the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] One moment
[AGENT][NEUTRAL] Do you know the date of birth for Mr. [PII]?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and do you have the claim number or you have the date of service?
[CUSTOMER][NEUTRAL] Yes, the claim number is
[CUSTOMER][NEUTRAL] Oh goodness, sorry I'm trying to pull it up. OK, the claim number for the claim.
[CUSTOMER][NEUTRAL] 352-447-1
[CUSTOMER][NEUTRAL] I need the um specific EOB that says like that the patient was not eligible.
[CUSTOMER][NEGATIVE] Explaining why I was denied.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this is for hospital admission.
[AGENT][NEUTRAL] OK so that.
[AGENT][NEGATIVE] You need the one that we denied.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I see they're both um.
[AGENT][NEGATIVE] The same denial.
[AGENT][NEUTRAL] OK, um, so, uh, she did answer. I went ahead and send her the fax number so she knows exactly which one to send. Um, she's gonna be sending that EOB, OK?
[CUSTOMER][POSITIVE] OK. All right, sounds good. Thank you.
[AGENT][POSITIVE] Mhm. Is there anything else I can help you with today, Miss [PII]? You're welcome.
[CUSTOMER][POSITIVE] No, no, that's all. Thank you. I appreciate it.
[AGENT][POSITIVE] OK. Have a good day. Thank you. Have a good day and happy weekend. Bye-bye.
[CUSTOMER][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] Mm bye-bye.