AccountId: 011433970860
ContactId: 028ed582-1f24-44a7-8957-ce4ec3a96bdc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184979 ms
Total Talk Time (AGENT): 54172 ms
Total Talk Time (CUSTOMER): 95512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/028ed582-1f24-44a7-8957-ce4ec3a96bdc_20250313T14:31_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is speaking. May I help you?
[CUSTOMER][POSITIVE] Hi, good morning. I'm so sorry. I didn't quite catch your name.
[AGENT][NEUTRAL] I'm sorry, it's [PII]
[CUSTOMER][NEUTRAL] Oh, that's very pretty. Miss [PII], I am calling from a provider's office. Good morning, first of all, um, wanting a claim. Well, I, I have, I received a denial, but
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Good morning.
[CUSTOMER][NEUTRAL] It paid 0 pay, but it doesn't state why. It just says denied. So I'm, I'm wanting a little bit of clarification. I can give you a claim number if you'd like.
[AGENT][NEUTRAL] Uh, first, what's your name?
[CUSTOMER][NEUTRAL] My name is [PII] I'm calling from on behalf of a provider called Health Methodist Hospital.
[AGENT][NEUTRAL] OK, and Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I, yes, I do. It's area code [PII] and I do have an extension of [PII].
[AGENT][NEUTRAL] Oh, it's a long extension. OK, and what's that claim number, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It is 339-594-7.
[AGENT][NEUTRAL] OK, give me one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, and verify that patient's name, date of birth for me, please.
[CUSTOMER][NEUTRAL] Yes, ma'am. It would be for Ms. [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, it looks like the claim process is needing the primary LB. It looks like for data service, [PII].
[CUSTOMER][NEUTRAL] Mhm. OK, so you're secondary.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK. And what is the timely filing?
[AGENT][NEGATIVE] Uh, we don't have a timely filing.
[CUSTOMER][NEUTRAL] None. OK. Do you show, uh, well, for data service 11-27-2023, do you have primary being Blue Cross Blue Shield?
[AGENT][NEUTRAL] Well, we would know, we didn't have the EOB, but um if that's her primary to her employer, it could be.
[CUSTOMER][NEUTRAL] Got, gotcha.
[CUSTOMER][NEUTRAL] OK. Miss [PII], may I just get the first initial to your last name and a reference number and we'll be done.
[AGENT][NEUTRAL] Uh, last initial is Q as in Quebec, and as far as reference number, you can use my name and today's date.
[CUSTOMER][POSITIVE] Gotcha. Appreciate you. You have a great rest of your day and thanks again for your help. Appreciate you.
[AGENT][POSITIVE] Alright, you're welcome, Ms. [PII], and thanks for calling APL.
[CUSTOMER][POSITIVE] Mhm. Thank you. Bye.