AccountId: 011433970860
ContactId: 0729d864-2f13-41fb-a471-387e097965d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310959 ms
Total Talk Time (AGENT): 66649 ms
Total Talk Time (CUSTOMER): 141817 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/0729d864-2f13-41fb-a471-387e097965d6_20250415T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi. My name is [PII] calling from provider office. I want to discuss the appeal status.
[AGENT][NEUTRAL] OK, and you say [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII]. Spelled as [PII].
[AGENT][NEUTRAL] OK, lots of.
[AGENT][NEUTRAL] OK, uh, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes. [PII] is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes. Policy number is 01813065 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is, and date of birth is [PII].
[AGENT][NEUTRAL] OK, and the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] What is it?
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] $656 even.
[AGENT][NEUTRAL] OK, looks like we received it a few times. Let me see which one is right.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Uh, it looks like we, the primary explanation of benefits showed that it paid in full on two of the charges.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So there was no benefits payable?
[CUSTOMER][NEUTRAL] Uh yes, we had submitted uh primary pay U be through fax on [PII]. Can you check that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] OK, it looks like we did make a payment of $18.71.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. For the procedure code J9035, right?
[AGENT][NEUTRAL] For the what
[AGENT][POSITIVE] Uh, yes, that's right. Correct.
[CUSTOMER][NEUTRAL] OK. And uh do you have check number and check date?
[AGENT][NEUTRAL] Uh, is
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Check number is 203-539-0.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And check date is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. OK. When did you receive this fax?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And can you send me the copy of UB through fax? Yes, fax number is [PII].
[AGENT][NEUTRAL] Sure, facts.
[CUSTOMER][NEUTRAL] Where
[AGENT][NEUTRAL] OK, I'll get that sent over just takes a few minutes.
[CUSTOMER][POSITIVE] OK, take your time.
[AGENT][NEUTRAL] OK, I, do you have another claim to check or?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, no, that's all for today. Thank you so much. May I have the call reference number?
[AGENT][NEUTRAL] Um, it's just my name, [PII], and first initial to last name, [PII], and then today's date.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh, thank you so much, [PII]. Have a nice day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. You as well.