AccountId: 011433970860
ContactId: 1109ac61-4209-4d49-8e5d-a947c4faa8bc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213979 ms
Total Talk Time (AGENT): 115480 ms
Total Talk Time (CUSTOMER): 69354 ms
Interruptions: 1
Overall Sentiment: AGENT=1.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/1109ac61-4209-4d49-8e5d-a947c4faa8bc_20250603T15:41_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] This is [PII] calling. I need to check, um, I'm getting a denial saying this is a duplicate claim, but I can find the original claim on file online.
[AGENT][POSITIVE] OK. All right, [PII], I'll be glad to help you. go and give me your policy number.
[CUSTOMER][NEUTRAL] Um, the policy number is.
[CUSTOMER][NEUTRAL] 02454119
[AGENT][POSITIVE] Right, [PII], thank you so much for that information. Now while I'm pulling this up, [PII], go ahead and give me a good return telephone call number, please.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] It is uh [PII] date of birth [PII].
[AGENT][NEUTRAL] Alrighty, looks like [PII] is it dependent on this medical supplemental plan and you did say you want to check the status of a claim. Is that correct, [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Is 93 2024.
[AGENT][NEUTRAL] Alright, let's see. Where's your bill gonna be from, [PII]?
[CUSTOMER][NEUTRAL] It's uh Lexington OBGYN Doctor [PII].
[AGENT][NEUTRAL] How much is your bill for?
[CUSTOMER][NEUTRAL] $322.00.
[AGENT][NEUTRAL] 322. Uh, give me just a second, let's see.
[AGENT][NEUTRAL] Yeah, I do see that. Looks like we had received the original claim, uh, asking for the primary EOB and it looks like we've received your claim again, but still no primary EOB.
[AGENT][NEUTRAL] So we are going to still need.
[CUSTOMER][NEGATIVE] And we never got that letter.
[AGENT][NEUTRAL] OK, you want me, go ahead.
[CUSTOMER][NEUTRAL] Do you have a
[CUSTOMER][NEUTRAL] I was gonna say do you have like a claim letter claim number where I could look that up or you could email it to me or fax it?
[AGENT][NEUTRAL] Well, uh, I, I tell you what, uh, I will, I'm gonna give you a claim number.
[AGENT][NEUTRAL] And if you can just fax the bill over to APL, we can get this thing processed through.
[AGENT][NEUTRAL] With that primary EOB. Do you have that primary EOB? Yeah.
[CUSTOMER][NEUTRAL] OK, I don't.
[CUSTOMER][NEUTRAL] Yeah, I don't think I even have, no I don't think I have any other insurance on file for the patient, um, let's see.
[AGENT][NEUTRAL] Oh, OK, because this is just a supplemental plan, so they, they have a primary which I don't know you would have to contact patient but yeah we're just a supplemental plan so until that primary insurance company processes it, yeah, we can't do anything with it so.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I just, um, how do you spell your name?
[AGENT][NEUTRAL] My name is spelled [PII], and is that all I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] It is. Do I need to get a call reference number?
[AGENT][NEUTRAL] All right. Well, we don't give call reference number [PII], but you can use my name on today's date, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Sounds good thank you so much for your help, [PII].
[AGENT][POSITIVE] Yes, ma'am. Yes ma'am. [PII], you have a great day and thanks for calling APL, OK?
[CUSTOMER][NEUTRAL] Mhm bye bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.