AccountId: 011433970860
ContactId: f7914a2c-0857-4a24-977b-180d88fd5d98
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 960859 ms
Total Talk Time (AGENT): 237428 ms
Total Talk Time (CUSTOMER): 147220 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/f7914a2c-0857-4a24-977b-180d88fd5d98_20250326T16:44_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] Hello, my name is [PII] with Midland Memorial Hospital. Did you say your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you I am um calling we have a.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Excuse me, we have a patient that um.
[CUSTOMER][NEUTRAL] We had sent a claim and long story short uh y'all had said that it.
[CUSTOMER][NEGATIVE] Was a 0 pay on the EOB and you're gonna fax us an EOB and we never received it so to clear this out of our system I'm wondering how I can get an EOB from you.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, sure. Yes, I can assist you with that. I can send you one right now. Um, may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 34. All right. And may I have the patient's policy number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just one moment, let me pull it up.
[AGENT][NEUTRAL] Mhm. Sure.
[CUSTOMER][NEUTRAL] Sorry, it's opening very slowly.
[AGENT][POSITIVE] It's OK. I understand, trust me.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] It is 024359990.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right. Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Yeah, right. And what is the date of service or if you have the claim number I can pull that up.
[CUSTOMER][NEUTRAL] Claim number is 3487967.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. Uh, let me go ahead and get a copy of that EOB and you can always go through our website at [PII] and you can register and get the the copies as well for future if you wanna do that, you can, um, but I can go ahead and send this one. All right, um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK. And does it usually um take a long time for you to get it or no?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Does it usually take a long time for you to get it, or it's really quick, like you get it electronically?
[CUSTOMER][NEUTRAL] We get it electronically uh huh.
[AGENT][NEUTRAL] OK. All right. So let me just go ahead and try to go ahead and send this out to you right now. Bear with me just a second.
[AGENT][NEUTRAL] And.
[CUSTOMER][POSITIVE] OK great
[AGENT][NEUTRAL] You said the claim number is 3487967?
[CUSTOMER][NEUTRAL] 7967 correct.
[AGENT][NEGATIVE] Oh, this is not a providers.
[AGENT][NEUTRAL] This is not a provider submission. Bear with me just a second. Let me see if I can find your claim and that's 5-1824.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Is that for the ER visit.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this right here is gonna be your claim. OK, let me put it.
[CUSTOMER][NEGATIVE] It should have been.
[CUSTOMER][NEUTRAL] Uh, $6,376.
[AGENT][NEUTRAL] Yeah, mhm.
[AGENT][NEUTRAL] Yeah, I do see your submission is just a different claim number and I do apologize for that. Um, let me just pull your image.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] No worries.
[AGENT][NEUTRAL] Which is the same denial as the insured, but yeah, it's just a different claim number.
[AGENT][NEUTRAL] All right, let's see. OK, here we go.
[CUSTOMER][POSITIVE] Great
[AGENT][NEUTRAL] OK. So let me go ahead and send this out. I'm gonna put you on a brief hold. I'm gonna wait until I get the confirmation that it did go through and then I'm gonna come back to you to see if you got it, OK? So bear with me just a minute.
[CUSTOMER][POSITIVE] Perfect
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[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.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Miss [PII]. OK, it did say that it went through correctly. Do you want to check?
[CUSTOMER][NEUTRAL] Uh huh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You got it?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] Not yet
[AGENT][NEUTRAL] And otherwise, if
[CUSTOMER][NEUTRAL] And you said 432.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 221-3048
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] Let me refresh.
[CUSTOMER][NEUTRAL] Let me refresh again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] If not I can send it again.
[AGENT][NEUTRAL] And this time I'm just gonna put that one in front of it just to see if it makes any difference.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, let's try this again.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] That is [PII] and
[AGENT][NEUTRAL] OK, it's in route.
[CUSTOMER][NEGATIVE] I, I just don't know why it's not.
[CUSTOMER][NEUTRAL] I'm
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, the other one is en route right now, so it's in the first one, but the second one is still en route, so, yeah. Mhm.
[CUSTOMER][NEUTRAL] So and and it.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And let me just wait for that one to have an OK and then if it doesn't get there then we probably need to send this a different way.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] We just got a message that some of the images.
[CUSTOMER][NEUTRAL] are hard to open, so I wonder if that's not.
[CUSTOMER][NEUTRAL] Is the one saying um sending.
[AGENT][NEUTRAL] Um, I, I have one, OK, it's, it's going in right now.
[AGENT][NEUTRAL] She's taking a long time to send the other one since I put the one in front of it. I don't know what difference that makes, but um it's taking a little bit longer than the first one for some reason, um.
[AGENT][NEUTRAL] it was conversating. I don't know with who, but yeah.
[AGENT][NEUTRAL] I guess with the system.
[CUSTOMER][NEUTRAL] Right, well, I tell you what I can um.
[CUSTOMER][NEUTRAL] Always call you back. Is this your direct line?
[AGENT][NEUTRAL] Um, no, we don't have a direct line, but you can always ask for me and they can transfer the call over.
[CUSTOMER][NEUTRAL] Because I just really think that
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You know it'll be here shortly and um so if I call the [PII] and ask for so SOL.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] They will, they'll find you, huh?
[AGENT][NEUTRAL] Yeah, if, if I'm available. If not, they will let you know. But yes, like available means I'm not on lunch break or on break or something like that.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Right, right, so you'll know if you hear [PII] from Midland Memorial I didn't get the fax.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Oh yeah.
[AGENT][NEUTRAL] OK, got you. And then we can probably send it a different way. You're welcome. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] OK, thank you so much, mm.
[CUSTOMER][NEUTRAL] Not at this time thank you.
[AGENT][POSITIVE] OK. You're welcome. Have a good day. Bye-bye.
[CUSTOMER][POSITIVE] OK you too bye.