AccountId: 011433970860
ContactId: 04e3c67b-3f9c-4ccf-9e21-3dddea16f04e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248220 ms
Total Talk Time (AGENT): 61359 ms
Total Talk Time (CUSTOMER): 95057 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/04e3c67b-3f9c-4ccf-9e21-3dddea16f04e_20250507T16:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling on behalf of Cloud software checking on claims.
[AGENT][POSITIVE] Hey, [PII], I'm happy to check on a claim. Can I get the patient's policy number, please?
[CUSTOMER][NEUTRAL] All right. It's 02344311, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient name is uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what would be the date of service?
[CUSTOMER][NEUTRAL] [PII] for the charges per $1,504 even.
[AGENT][NEUTRAL] You said [PII], is that correct?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Thank you for your patience on this, [PII]. So, claim was received on [PII].
[CUSTOMER][NEUTRAL] Uh, sir, sorry to interrupt.
[CUSTOMER][NEUTRAL] Uh, I don't have a specific question on this team.
[AGENT][NEUTRAL] OK, what was the question?
[CUSTOMER][NEUTRAL] Uh, actually, initially this claim was denied as 0 23, primary paid math. Later on, uh, when we have resubmitted the claim as primary process again, so the claim was denied as duplicate. So I just wanted to know like is it 0823 primary paid max or duplicate.
[AGENT][NEUTRAL] Claim was denied needing explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Only 23.
[CUSTOMER][NEUTRAL] OK. Uh, could you please help me with the claim number?
[AGENT][NEUTRAL] 35087002.
[CUSTOMER][NEUTRAL] 3508702, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Uh, like, may I know when was the claim process done?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, but I do see that the claim was received, uh, the remittance was received on [PII], and the claim number was 3594535, uh, the recent one.
[AGENT][NEUTRAL] That was the duplicate claim.
[CUSTOMER][NEUTRAL] OK, uh, so, uh, I just know, do we need to submit, uh, the primary EOB?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you please help me with the timely filing?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] Uh, alright, uh, so I have that's it for today for a document purpose. Could you please help me with the call reference number for today?
[AGENT][NEUTRAL] That is my name with my last initial and today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You need to take it back
[AGENT][NEUTRAL] Bye-bye.