AccountId: 011433970860
ContactId: 05131e83-6b01-434e-8dfc-b3f4b5535656
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227800 ms
Total Talk Time (AGENT): 94788 ms
Total Talk Time (CUSTOMER): 86031 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/05131e83-6b01-434e-8dfc-b3f4b5535656_20250606T14:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] I'm sorry, we're checking out a claim?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, uh, the callback number is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number would be 02443498.
[AGENT][NEUTRAL] OK and then what was the name?
[AGENT][NEUTRAL] First for the member please.
[CUSTOMER][NEUTRAL] Yeah, the name will be [PII], will be the first name, [PII] will be the last name, [PII]
[AGENT][NEUTRAL] OK, and do you have the member's date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] Oh, in the what I'm gonna do that.
[AGENT][POSITIVE] Perfect, thank you for verifying that. What was the date of survey?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that?
[CUSTOMER][NEUTRAL] Uh yeah, that is [PII].
[AGENT][NEUTRAL] [PII] and then uh what was that bill amount please?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, the bill amount will be $299785 and even.
[AGENT][NEUTRAL] OK, that was $299,785 even, correct?
[CUSTOMER][POSITIVE] Yes, yes. Yes, that's correct.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claim June, uh, we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] May I know when it has been received?
[AGENT][NEUTRAL] It was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I have the claim number?
[AGENT][NEUTRAL] That is 356-6.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 108.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I have the claim number, please? Sorry, uh, fax number, please?
[AGENT][NEUTRAL] That was the claim number?
[AGENT][NEUTRAL] Oh sure, um, our fax number is 877.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm. Thanks for that. And I see in my system, uh, primary EOB has previously been sent on uh [PII]. Uh, could you please check on that?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] So I do see that we have some claim information that was received on [PII] and it is currently being processed so I am unable to view what it is. Uh, it can take about 7 to 10 business days for claim information to complete processing.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, ma'am.
[CUSTOMER][NEUTRAL] No problem for that. And may I have your name and the call reference number?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] No, thanks for that and have a good day. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm