AccountId: 011433970860
ContactId: 084cfc98-f751-45ad-83de-9e061350f5e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 447630 ms
Total Talk Time (AGENT): 150121 ms
Total Talk Time (CUSTOMER): 105525 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/084cfc98-f751-45ad-83de-9e061350f5e1_20250521T17:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. So I'm calling from Bra's office, checking for a client status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII]. So it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Got it. And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes and my callback number is [PII] and that's my direct line.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, and the policy number is 980381276.
[AGENT][NEUTRAL] OK, that's gonna be a bit too long to be one of our policy numbers then. Uh, do you maybe have their social? I could search for them that way.
[CUSTOMER][NEUTRAL] OK, so one moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, can you check with the number [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yes, and the member's first name is [PII].
[CUSTOMER][NEUTRAL] And the last name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is on [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] So it's on [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $174 even.
[AGENT][NEUTRAL] OK, that was [PII] for $174.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and then uh what was the tax ID uh for this uh provider please?
[CUSTOMER][NEUTRAL] Yes, and the tax ID is [PII].
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so I only have one claim for the state of service from this provider [PII], and that's for the amount of $520.
[AGENT][NEUTRAL] I don't have one for 174.
[CUSTOMER][NEUTRAL] $520.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, so one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, so may I know the status of the $520?
[AGENT][NEUTRAL] Uh yes one moment let me get that.
[AGENT][NEUTRAL] OK, uh, for this claim we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] For which code it's been denied, so the code of 99.
[AGENT][NEUTRAL] Um, all three.
[AGENT][NEUTRAL] 9921387635 and 87631 all of that we need the primary EOB.
[AGENT][NEUTRAL] For any claim information regarding this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So may I know the mailing address to?
[AGENT][NEUTRAL] For the EIB
[CUSTOMER][NEUTRAL] Send it, yeah.
[AGENT][NEUTRAL] Yeah, I've also got a fax number as well I can give you um our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can you repeat the ZIP code once again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want that fax number as well?
[CUSTOMER][NEUTRAL] OK. Yes.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so, and the time I need to send an
[CUSTOMER][NEUTRAL] Primary care will be.
[AGENT][NEGATIVE] There is no timely filing limit for that information.
[CUSTOMER][NEUTRAL] OK, and the claim number?
[AGENT][NEUTRAL] Yes, that is.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 662-58.
[CUSTOMER][NEUTRAL] 356-625-8
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, may I know the claim the date and the denied date?
[AGENT][NEUTRAL] Yeah, so this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the reference number for this call?
[AGENT][NEUTRAL] Reference number would be my first name, last initial, and today's date. So my name is spelled [PII] Was there anything else I could help you with then?
[CUSTOMER][POSITIVE] Uh, no, so thank you for the information. That's all for today.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] OK, bye bye. Thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hello. So may I know the attention for this?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, it's just, uh, claims department.
[CUSTOMER][POSITIVE] OK, so thank you for that.
[AGENT][POSITIVE] Of course have a great day thank you.
[CUSTOMER][POSITIVE] Mhm bye bye thank you.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.