AccountId: 011433970860
ContactId: f875a689-db63-46c7-8218-dc0f550543ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496160 ms
Total Talk Time (AGENT): 129527 ms
Total Talk Time (CUSTOMER): 74829 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/f875a689-db63-46c7-8218-dc0f550543ac_20250310T18:14_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling from Northside Hospital for claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Um, can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] My name is [PII] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and can you repeat your name for me one more time please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number is 02387152.
[AGENT][NEUTRAL] OK, and then what is um patient's date of birth?
[CUSTOMER][NEUTRAL] Maybe that's [PII].
[CUSTOMER][NEUTRAL] Um, date of birth is.
[AGENT][POSITIVE] Yeah, I think it might that's OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] [PII]. OK, let me pull up that policy real quick for us.
[AGENT][NEUTRAL] I can see where you could say it was [PII].
[AGENT][NEUTRAL] Because it could be both, you know.
[CUSTOMER][NEUTRAL] It could be.
[AGENT][NEUTRAL] OK. All right. What is her, what is her data service?
[CUSTOMER][NEUTRAL] It's 9:30 24.
[AGENT][NEUTRAL] OK, and her charge amount before and after primary paid?
[CUSTOMER][NEUTRAL] 7,544, so you guys are a supplemental plan. I don't show any other insurance.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Ah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, but I can go ahead and uh try to find the claim for you and it's Northside Hospital, is that correct?
[CUSTOMER][NEUTRAL] Yes it is.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Ah.
[AGENT][NEUTRAL] OK, thank you for holding for me. So looking on this data service of [PII] and the amount of $7,4544 I have claim number 352-0221.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim was denied because the service were services were rendered after termination date.
[AGENT][NEUTRAL] And the policies effective dates are.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII] and the policy termed on [PII].
[CUSTOMER][NEUTRAL] Oh, got it.
[CUSTOMER][NEUTRAL] OK, um, are you able to fax a duplicate EOB?
[AGENT][POSITIVE] Yes, absolutely. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold again while I get that fax ready for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, and just to let you know, I looked and there aren't any other active policies.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK appreciate that.
[AGENT][NEUTRAL] OK, you're welcome. I'm gonna put you on a quick hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Come on.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, I have that EOB on its way to you now.
[CUSTOMER][POSITIVE] OK great well thank you for your help.
[AGENT][POSITIVE] You're very welcome. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That'll be all for now. Thanks again.
[AGENT][POSITIVE] All right. Well, you take care and thanks for calling APF.
[CUSTOMER][POSITIVE] You're welcome goodbye.
[AGENT][NEUTRAL] Bye-bye.