AccountId: 011433970860
ContactId: e2dba163-33cd-4008-ac60-66442bb4a031
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89559 ms
Total Talk Time (AGENT): 39449 ms
Total Talk Time (CUSTOMER): 55956 ms
Interruptions: 3
Overall Sentiment: AGENT=0.5, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/e2dba163-33cd-4008-ac60-66442bb4a031_20250528T17:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for calling APL.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Northside Hospital, the [PII] location.
[CUSTOMER][NEUTRAL] To see, I had a claim denial come in and I'm wondering if you accept claims um email or a portal or fax.
[AGENT][NEUTRAL] Sure, yeah, um.
[CUSTOMER][NEUTRAL] Yeah, um
[AGENT][NEUTRAL] Well, uh, let's see, I can, you mean for an appeal or additional claim information?
[CUSTOMER][NEUTRAL] Let's verify first.
[CUSTOMER][NEUTRAL] Yeah, no, the EOB just.
[CUSTOMER][NEGATIVE] If I can say out loud, the idiots in billing, billed it a secondary but didn't put the primary AOB with it.
[AGENT][NEUTRAL] OK, I see. OK, so if it's just simply missing information, you can absolutely fax that to us. uh, let me know when you're ready and I'll give you that fax number.
[CUSTOMER][NEUTRAL] OK, I see.
[CUSTOMER][NEUTRAL] Information
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] I am.
[AGENT][NEUTRAL] OK, that is 877 OK 877.
[CUSTOMER][POSITIVE] Yep, yep, I'm ready.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 3
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][POSITIVE] Perfect. And should I do anything attention?
[AGENT][NEUTRAL] Uh, just claims department.
[CUSTOMER][NEUTRAL] Just medical claims or?
[AGENT][NEUTRAL] It could be claim department it's perfectly fine.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks very much for your time today I appreciate it.
[AGENT][NEUTRAL] Alright, of course, is there anything else I can help you with?
[CUSTOMER][POSITIVE] You have a good rest of your day. Nope, appreciate it. Take care bye bye.
[AGENT][POSITIVE] All right. Thank you, Miss [PII]. You too. Bye-bye.