AccountId: 011433970860
ContactId: 0e5d20e2-0f2b-4ab1-abd9-7514d97d8a76
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337790 ms
Total Talk Time (AGENT): 85379 ms
Total Talk Time (CUSTOMER): 106668 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0e5d20e2-0f2b-4ab1-abd9-7514d97d8a76_20250210T19:14_UTC.wav
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[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, myself [PII] calling from doctor's office.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Yeah, I'm uh looking for claim status calling from doctor's office.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can help you [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Policy number 01788464.
[AGENT][NEUTRAL] And what's a good call back number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] [PII]. What were the middle three digits?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK. [PII]. OK. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name [PII]. Date of birth, [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And we're checking claim status, right?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] For what date of service and the charge?
[CUSTOMER][NEUTRAL] [PII], the amount $3,732.10.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you for that information so I'm showing that the claim was received.
[AGENT][NEUTRAL] [PII] process [PII].
[AGENT][NEUTRAL] Um, the claim was denied for the, a copy of the primary insurance explanation of benefits.
[AGENT][NEUTRAL] Once received we could go back in and look at that claim.
[CUSTOMER][NEUTRAL] Primary
[CUSTOMER][NEUTRAL] Mhm. Uh, just a second. I, I can see we have the primary explanation of benefits with us.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Um just a second.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][POSITIVE] Yeah, we have primary explanation benefits with us. How can we send that to you?
[AGENT][NEUTRAL] You can.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][POSITIVE] Yes, you can send it to us.
[CUSTOMER][NEUTRAL] How can you send it? Do you have fax number?
[AGENT][NEUTRAL] The fax it or mail it. The fax number is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. What is the claim number, please?
[AGENT][NEUTRAL] The claim number is 3542716.
[CUSTOMER][NEUTRAL] 23542716. Do you need to claim form along with the primary AB or just the primary AB would be enough?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The primary ELB.
[CUSTOMER][NEUTRAL] What is the call the first number? Could you spell your name?
[AGENT][NEUTRAL] My name in today's date, [PII]. And did you have any other questions?
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you for the help, just just.
[CUSTOMER][NEUTRAL] The patient
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I have other I have other patients. Can you help me with that?
[AGENT][NEUTRAL] OK, I can check it one more, and you can also check your status online at [PII]. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Uh, just a second.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, for the other one I'm seeing, questioning for the primary UB as well.
[CUSTOMER][NEUTRAL] Policy number.
[CUSTOMER][NEUTRAL] 01973189.
[AGENT][NEUTRAL] OK, so have you already received correspondence from us? You said that it needs the primary.
[CUSTOMER][NEGATIVE] Oh, sorry for this uh.
[CUSTOMER][NEUTRAL] Uh, for this, I have received correspondence.
[CUSTOMER][NEUTRAL] Yes, yes, uh, for this, we, I will submit the primary. Uh, can we skip to the next one? Just a second, on you.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Just a second, um.
[CUSTOMER][NEUTRAL] It's loading just a second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Uh, [PII], that's all from my side. I don't have any other. Thank you. Thank you for the help. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome thank you for calling APL James. Have a good day.