AccountId: 011433970860
ContactId: 12230e1c-0a71-46fc-b87a-0adc4d85490d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176139 ms
Total Talk Time (AGENT): 46651 ms
Total Talk Time (CUSTOMER): 58121 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/12230e1c-0a71-46fc-b87a-0adc4d85490d_20250610T13:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from provider office to check on a claim status. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Yeah, I'm doing good. Thank you so much for asking.
[AGENT][NEUTRAL] OK, then I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. That's a direct line.
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] 02556489 M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] That is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Day of service and bill charges?
[CUSTOMER][NEUTRAL] [PII]. And the amount is $4,728 even.
[AGENT][NEUTRAL] OK, it looks like we received that claim on 224-25.
[AGENT][NEUTRAL] It was processed to 2525.
[AGENT][NEUTRAL] Uh, it looks like we needed a primary explanation of benefits. Do you know if that was submitted?
[CUSTOMER][NEUTRAL] Um, do you have the COP with you?
[AGENT][NEUTRAL] No, we don't have the primary explanation of benefits that's what we need.
[CUSTOMER][NEUTRAL] No, I'm asking, do you have the coordination of benefits because from our side, it shows you as primary, remember there no any other insurance as primary.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] So that's why I'm asking, do you have any coordination of benefits?
[AGENT][POSITIVE] Yes, Amed
[CUSTOMER][NEUTRAL] Yeah, may I know who is primary for this number?
[AGENT][NEUTRAL] Amed
[AGENT][NEUTRAL] A [PII].
[CUSTOMER][NEUTRAL] OK. Do you have the member ID?
[AGENT][NEUTRAL] I don't, no.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I have the claim number?
[AGENT][NEUTRAL] My number is
[AGENT][NEUTRAL] That's 356-790-07.
[CUSTOMER][POSITIVE] Thank you so much. Can I have your call reference?
[AGENT][NEUTRAL] That's my name, [PII] name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Thank you for your assistance. Have a great day.
[AGENT][POSITIVE] Thanks for calling ADL. You as well. Bye bye.