AccountId: 011433970860
ContactId: 14246999-fd04-471a-ba8d-f6ac068945cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182399 ms
Total Talk Time (AGENT): 71731 ms
Total Talk Time (CUSTOMER): 71302 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/14246999-fd04-471a-ba8d-f6ac068945cf_20250416T17:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, my name is [PII], and I'm calling from North Florida E Vision Imaging Center. I'm going to follow up on a claim denial that we received.
[AGENT][NEUTRAL] Sure, I can check on that claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's um [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, um, one second, it's pulling up, um, 02474478.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII]. uh, did you have that claim number?
[CUSTOMER][NEUTRAL] Um, yes, I think I do. One second, um, OK, 353-024-6.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, thank you one moment.
[AGENT][NEUTRAL] OK, so we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, um, now we, we resubmitted the claim and we sent it with the with the primary EOB, I guess you'll still haven't received it, but is there a way to like fax it in or email it or anything like that?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Let me check to see if that was received first give me just a moment.
[CUSTOMER][NEUTRAL] OK, alright.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, it does not look like we received that EOB. So yes, I do have a fax number, uh, whenever you're ready.
[CUSTOMER][POSITIVE] Um, yes, I'm ready.
[AGENT][NEUTRAL] OK, that is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] I'm sorry, uh, it's my son.
[AGENT][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] My phone went out. I don't anyway, it's, uh, I have 877.
[AGENT][NEUTRAL] But that's OK.
[AGENT][NEUTRAL] Yes, uh, 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 942-3 OK great alright so I will go ahead and get that faxed over in the next few minutes. Does it need to be attention to anybody?
[AGENT][NEUTRAL] Alright, uh, claims department.
[CUSTOMER][NEUTRAL] Claims department OK.
[CUSTOMER][NEUTRAL] Alright, sounds good and y'all do call reference numbers?
[AGENT][NEUTRAL] Alright, was there anything else I could help you with sir?
[AGENT][NEUTRAL] Sure, that would just
[CUSTOMER][NEUTRAL] Yeah, um, do you do call reference numbers?
[AGENT][NEUTRAL] Yeah, that would just be my first name, last initial, and today's date and so my name is spelled [PII]
[CUSTOMER][POSITIVE] Great thank you so much I appreciate it.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.