AccountId: 011433970860
ContactId: 1a560494-075a-4a33-8166-6d8dadef8802
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241520 ms
Total Talk Time (AGENT): 94884 ms
Total Talk Time (CUSTOMER): 62555 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/1a560494-075a-4a33-8166-6d8dadef8802_20250207T14:16_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, and can you spell your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 2369836
[AGENT][NEUTRAL] Mr. [PII], where are you calling from?
[CUSTOMER][NEUTRAL] Henderson Valley Medical Center.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] 24
[CUSTOMER][NEUTRAL] And the bill amount is $17,035.66.
[AGENT][NEUTRAL] OK. So that is [PII] amount $17,035.66. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you and for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I don't have a claim for $17,035.66 for this member.
[CUSTOMER][NEUTRAL] Do you have electronic pay ready to submit the client?
[AGENT][NEUTRAL] Uh, this is one of our secondary supplemental plans to the major medical, so it needs to be fax or mailed. We need the EOB, the primary EOB attached to it.
[CUSTOMER][NEUTRAL] OK. So what is the mailing address?
[AGENT][NEUTRAL] So do you need to fax them?
[AGENT][NEUTRAL] The mailing address is [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], yeah, so for this one I have to attach like uh primary UB and need to raise with the claim, is that right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Yeah, can you please spell out your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. That's initial [PII].
[CUSTOMER][POSITIVE] Thank you. Just give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Do you have any reference number for today's call?
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] Thank you so much. So that's it for today. Have a great day. Bye-bye.
[AGENT][POSITIVE] You're welcome. You as well. Thank you for calling APL. Bye bye.