AccountId: 011433970860
ContactId: fe78d6de-65a5-4709-8489-84fd873e98e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 573330 ms
Total Talk Time (AGENT): 100144 ms
Total Talk Time (CUSTOMER): 63610 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/fe78d6de-65a5-4709-8489-84fd873e98e8_20250124T15:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm looking for a claim status. Can you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you [PII]. What is your um callback number, sir? Just in case our call is disconnected.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and then what is the patient's name?
[CUSTOMER][NEUTRAL] Bison's name is [PII].
[AGENT][NEUTRAL] And what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] And then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] It's gonna be 247-478-5.
[AGENT][NEUTRAL] OK, let me look up her policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I have Ace pulled up now. Um, can you give me the date of service?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you and then what is the charge amount?
[CUSTOMER][NEUTRAL] And $5,945.
[AGENT][NEUTRAL] $5,925?
[CUSTOMER][NEUTRAL] $45.
[AGENT][NEUTRAL] $45. OK. And then, um, [PII], can you give me the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yes, it's ascension Saint Vincent Jennings.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up that claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, sir.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] 54
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So I signed the claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 2164.
[AGENT][NEUTRAL] And the claim was denied because.
[AGENT][NEUTRAL] The patient was not eligible on that date of service.
[AGENT][NEGATIVE] The policy terminated.
[CUSTOMER][NEUTRAL] Uh,
[AGENT][NEUTRAL] On [PII] and there are no active policies.
[CUSTOMER][NEUTRAL] Can you please confirm me when did you receive the claim?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We received a claim on [PII] and we process the claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you please fax me the EOB of this claim?
[AGENT][NEUTRAL] Yes sir, can I get your fax number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be.
[CUSTOMER][NEUTRAL] 248
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna put you while I get that fax ready for you and I'll be right back, [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I'm back with you again. I do have that fax on the way to you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, can I help you with anything else today?
[CUSTOMER][NEUTRAL] Call references.
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you.