AccountId: 011433970860
ContactId: 19c24bf1-2488-49f6-a726-8946539bf191
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409980 ms
Total Talk Time (AGENT): 81007 ms
Total Talk Time (CUSTOMER): 137597 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/19c24bf1-2488-49f6-a726-8946539bf191_20250624T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check um the status of the claim. It looks like we did receive something, um, but we received two different, um, denials, so I wanted to check and make for sure, um, which one is the most recent.
[AGENT][NEUTRAL] OK, yeah.
[CUSTOMER][POSITIVE] I'm sorry, can you hear me? I forg I didn't realize I had my mic um up away from my face. Sorry about that.
[AGENT][NEUTRAL] Oh, that's OK. Yeah, I can hear you better now. Um, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, Charity. And then do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 023893887.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] Data services [PII] and the total uh billed amount was $2,874.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, 3:31 for 2874, is that right?
[CUSTOMER][NEUTRAL] Uh, uh, for 20 yup, correct.
[AGENT][POSITIVE] Yeah, we have a few here. Let me make sure I found the right one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I don't know why they've, OK, hold on just a second, sorry.
[AGENT][NEUTRAL] OK, was, is [PII] the patient, or is it for?
[AGENT][NEUTRAL] I don't know why. [PII], OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I way we processed it under [PII]. Let me hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like we need a copy of the primary EOB. Do you know if that was sent?
[CUSTOMER][NEUTRAL] Yeah, it should have been attached to the claim. Um, I was trying to pull it up to make for sure.
[CUSTOMER][NEUTRAL] Let me see if it'll show me.
[CUSTOMER][NEUTRAL] On the claims.
[CUSTOMER][NEUTRAL] Uh, American EOB.
[CUSTOMER][NEUTRAL] Yep, it should have had the uh primary EOB from Blue Cross Blue Shield attached.
[AGENT][NEUTRAL] OK, I've got the claim and
[AGENT][NEUTRAL] It looks like it listed actually got the UBO4, looks like it listed [PII], so.
[AGENT][NEUTRAL] Patient
[CUSTOMER][NEUTRAL] OMG I just pulled up the claim and I'm seeing that too as the patient.
[CUSTOMER][NEUTRAL] Huh, let me double check it. This ain't the [PII] isn't the same person, right? Oh, let me look at that. That is odd.
[AGENT][NEUTRAL] And it's
[AGENT][NEUTRAL] It's got him listed, but then it's not her birth date and then sex female. So I think it was just a keying error on y'all's part. If you can, can you resubmit like a corrected claim with the primary EOB because I all I have is the UV. I don't see the primary EOB attached, so.
[CUSTOMER][NEUTRAL] Why is
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Yes. And I, I don't know how that happened. I, yes, it's definitely something here. OK. So, we, we could just, uh, we need to go ahead and correct that and then send that EOB, uh, yeah. Sorry about that. I'm glad we caught that. I would have never even looked at that. OK.
[AGENT][NEUTRAL] Oh, that's OK.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, could I get your name and a reference number and I'll get that corrected and sent out.
[AGENT][NEUTRAL] Yeah, absolutely. My name is [PII], first initial [PII] name, [PII], and today's date. So my name and today's date for reference.
[CUSTOMER][POSITIVE] OK. Thank you so much. I appreciate that.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][NEUTRAL] OK. Bye.