AccountId: 011433970860
ContactId: e9ae6a36-772c-4079-96be-cb6f544738b4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 575650 ms
Total Talk Time (AGENT): 111105 ms
Total Talk Time (CUSTOMER): 96707 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/e9ae6a36-772c-4079-96be-cb6f544738b4_20250219T17:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hang on, I'm sorry.
[CUSTOMER][NEUTRAL] My name is [PII]. I'm with Oakdale Community Hospital, and I'm calling to check eligibility and claim status.
[CUSTOMER][NEUTRAL] For patient please?
[AGENT][NEUTRAL] OK, I
[AGENT][NEUTRAL] OK, I can help you with eligibility and I can also help you with the claim status, um, miss, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] [PII] And what did you say your name was?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] To
[AGENT][NEUTRAL] OK, Ms. [PII], can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can you give me the patient's uh name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII] and the policy number is 02545827.
[AGENT][NEUTRAL] OK, let me look that policy up for us real quick.
[AGENT][NEUTRAL] OK, I do show that [PII] does have an active policy and his effective date is
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you said you also needed us to look up claim status for you?
[CUSTOMER][NEUTRAL] Yes, for him.
[AGENT][NEUTRAL] OK, for him and what is the day service?
[CUSTOMER][NEUTRAL] Data service is [PII].
[CUSTOMER][NEUTRAL] For a total charge of $898.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Hang on.
[CUSTOMER][NEUTRAL] $372.49.
[AGENT][NEUTRAL] OK, let me look up that claim. I'm gonna put you on a brief hold while I pull the claim in for us and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, Ms. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Oh God.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK Miss [PII], thanks so much for holding for me. So looking on the service of 124 of 2024, the claim number is 355.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 0718.
[CUSTOMER][NEUTRAL] 3, I'm sorry, hang on. I'm sorry, you cut out on that, on this first. It's 355.
[AGENT][NEUTRAL] Yes, 0718.
[CUSTOMER][NEUTRAL] 078
[AGENT][NEUTRAL] 18.
[CUSTOMER][NEUTRAL] 18
[CUSTOMER][NEGATIVE] Yeah, you're, you're cutting out.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 00 sorry about that. Um, the name was denied because the benefit max had been met for the year.
[CUSTOMER][NEUTRAL] Can you fax me a copy of the EOB?
[AGENT][NEUTRAL] Yes, Ms. [PII], can I get your fax number?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] But a brief hold while I get that EOB faxed to you right back.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Oh cool
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] Thank you for holding for me, Ms. [PII]. I've got that fax on its way to you now.
[CUSTOMER][NEUTRAL] OK, is there a reference number for this call?
[AGENT][NEUTRAL] Ma'am, you can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] All right. Uh, thank you very much, Ms. [PII]. You have a great day.
[AGENT][POSITIVE] You too, [PII] thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye-bye, ma'am.