AccountId: 011433970860
ContactId: 120e165c-4c46-49f0-b0c0-584d5f42c334
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 337320 ms
Total Talk Time (AGENT): 144347 ms
Total Talk Time (CUSTOMER): 76487 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/120e165c-4c46-49f0-b0c0-584d5f42c334_20250513T17:40_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] from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 0244
[CUSTOMER][NEUTRAL] 652 8.
[CUSTOMER][NEUTRAL] the
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this client, please?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and then what was that bill amount please?
[CUSTOMER][NEUTRAL] $140977.76.
[AGENT][NEUTRAL] 76. OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, I'm sorry, just to clarify that was [PII], correct?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I'm not showing that we've received any claims for that date of service for this number, [PII].
[CUSTOMER][NEUTRAL] Yeah, just hold for a minute. Uh.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, but I received a correspondence stated needed explanation of benefits of Medicare.
[AGENT][NEUTRAL] For [PII], I have no claims on file for this matter. Uh, do you have that claim number just?
[CUSTOMER][NEUTRAL] Yes, 3551545.
[AGENT][NEUTRAL] OK, one moment. Let me check that.
[AGENT][NEUTRAL] OK, I'm showing that this claim, uh, this claim, uh, it was [PII], so that's why I wasn't able to find that.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] Oh, sorry.
[AGENT][NEUTRAL] No, no, no, that's perfectly fine. Um, OK. Bear with me just a moment.
[AGENT][NEUTRAL] OK, so yes, we are needing a copy of the primary EOB. Let me put in that, uh, as the [PII]. OK, so this is the only claim that we've received for the [PII], um, so to send us the primary EOB, um, I do have a mailing address and a fax number I can give you that you can send it to us that way.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, OK, go ahead.
[AGENT][NEUTRAL] Alright, let me know when you're ready for that information.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mailing address.
[AGENT][NEUTRAL] Yes, that is, OK, that is [PII].
[CUSTOMER][POSITIVE] Yes, good.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Fax number?
[AGENT][NEUTRAL] OK, and then our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. May I get the claim received it?
[AGENT][NEUTRAL] Yes, one moment.
[AGENT][NEUTRAL] OK, so this time was received [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Of course did you have any other questions for me?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Uh, excuse me.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Call reference number
[AGENT][NEUTRAL] Oh yes, that would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Of course thank you have a great day.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.