AccountId: 011433970860
ContactId: fb8ef7d9-3e4d-4d5e-a670-32fda7a8fdc0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 341140 ms
Total Talk Time (AGENT): 91813 ms
Total Talk Time (CUSTOMER): 99112 ms
Interruptions: 2
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fb8ef7d9-3e4d-4d5e-a670-32fda7a8fdc0_20250430T20:27_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I am calling from Miami Valley Hospital, and I am just um calling to check on a denied claim and see if I can get an EOB.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's D like David, 476-885-67.
[AGENT][NEUTRAL] Um, do you see a policy certificate number? It's gonna start with a 0 followed by 7 digits. That's gonna be our number.
[CUSTOMER][NEUTRAL] Oh, that must be why I couldn't look it up on the website. Hold on, let me see if there's anything over here.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, darn it.
[CUSTOMER][NEUTRAL] Let me see if I have a card copy here. I think I do.
[CUSTOMER][NEUTRAL] No, maybe I called the wrong.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] What I can do is a name search.
[AGENT][NEUTRAL] Or if you have a social, I can use the social.
[CUSTOMER][NEUTRAL] Um, yes, I have that. I was just looking at, yeah, I called the right number. Um, his social is [PII].
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, let me repeat the social back to you and make sure I put it in mind. Um [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] No, [PII]. Yeah, that's what I got. So nothing is coming up in our system, so she probably only have IMA and that the number is for IMA. So what I can do is get you to IMA and see if they have anything on file.
[CUSTOMER][NEUTRAL] No, it's 04302.
[CUSTOMER][NEUTRAL] 48,230.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me give you the number just in case you need it for the future, and then I can transfer you. Um, the number is 1800-833-4296 option one.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so let me get them on the line. Is there anything else I may help you with today before I transfer you?
[CUSTOMER][NEUTRAL] Option one, OK.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] No, no, that's all I have. Thank you.
[AGENT][POSITIVE] You're welcome. Uh-huh. You're welcome. Have a good afternoon and thank you for calling APL. One moment while I transfer you, Miss [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Thank you for calling. If you would like to participate in a quick survey after the call to rate your service with us, please press 1. Press 2 if no.
[CUSTOMER][NEUTRAL] All agents are currently assisting other callers. Please remain on the line and your call will be answered by the next agent.
[CUSTOMER][POSITIVE] We appreciate your call.
[CUSTOMER][POSITIVE] We appreciate your patience. Please remain on the line, and we will be with you shortly.
[CUSTOMER][NEUTRAL] I need degree Benefits. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is