AccountId: 011433970860
ContactId: 250530b5-fd68-4f2e-bf19-4f2f7ea6b6a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 614659 ms
Total Talk Time (AGENT): 169452 ms
Total Talk Time (CUSTOMER): 170893 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/250530b5-fd68-4f2e-bf19-4f2f7ea6b6a7_20250523T20:50_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling on behalf of the provider.
[AGENT][POSITIVE] Yes, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, the thing, just I want to, uh, I'm having all the claim information, but the thing, uh, I need the UV for that. Uh, the claim was denied, but I did not, uh, add the UV so just I need the UV uh, for the both the claims.
[CUSTOMER][NEUTRAL] If you want the claim number, I can provide that.
[AGENT][NEUTRAL] OK, so you're wanting, OK, have you tried to, you're needing to get an explanation of benefits for a member, is that correct?
[CUSTOMER][NEUTRAL] Uh yes, I just need the explanation of benefits.
[AGENT][NEUTRAL] Yes, [PII], I can help you with that. And how many patients do you have?
[CUSTOMER][NEUTRAL] On, on day 2.
[AGENT][NEUTRAL] OK, and [PII], you, are you aware of our portal where you can actually print them yourself?
[CUSTOMER][NEUTRAL] Yes, uh, I know. Uh, it is [PII] secure.
[AGENT][NEUTRAL] Secured. [PII]?
[CUSTOMER][NEGATIVE] Yeah, but uh I'm unable to get the details like uh it is asking the uh last four digits of SSN.
[AGENT][NEUTRAL] OK, [PII], I can help you with this. What is your callback number please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you. And what is the member's first member's policy number?
[CUSTOMER][NEUTRAL] Yeah, 1 2nd.
[CUSTOMER][NEUTRAL] I'll let you know.
[AGENT][NEUTRAL] And [PII], just so you know, you will.
[CUSTOMER][NEUTRAL] The policy number would be.
[AGENT][NEUTRAL] OK, go ahead. Go ahead.
[CUSTOMER][NEUTRAL] Yeah, the policy number would be 02584349.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And any information that I provide for you on either policy will be a verification of benefits and not a guarantee of payment. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is.
[CUSTOMER][NEUTRAL] B for Bravo, R for Romeo, E for Echo, A for Alpha, N for November, A for Alpha. And the last name is [PII].
[AGENT][NEUTRAL] Mhm. Date of birth?
[CUSTOMER][NEUTRAL] It would be uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the claim number that you're needing the explanation of benefits stats for?
[CUSTOMER][NEUTRAL] Yeah, yeah, the claim number would be 3591348.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And any information that's provided, as I said this on either claim would be a verification of benefits and not a guarantee of payment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, one moment.
[AGENT][NEUTRAL] It's loading the EOB.
[CUSTOMER][POSITIVE] Yeah, no issue.
[CUSTOMER][NEUTRAL] True
[AGENT][NEUTRAL] And does the fax need to have your name on it, [PII]? Does it need to be put to your attention?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Teacher [PII], correct? OK.
[CUSTOMER][POSITIVE] Yes, you're right.
[CUSTOMER][NEUTRAL] Yes, and the fax number?
[AGENT][NEUTRAL] Give me just a moment. Yes, give me one moment, [PII]. Don't give me that yet. Thank you.
[CUSTOMER][NEUTRAL] 615
[CUSTOMER][POSITIVE] Yeah, no issue, no issue.
[CUSTOMER][POSITIVE] No issue. Take your own time.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what is your fax number now, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And I'm gonna repeat that back. That was [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so that explanation of benefits has been faxed to you, so you should be receiving that probably within 15 to 20 minutes.
[AGENT][NEUTRAL] Approximately maybe sooner.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks for that and uh
[AGENT][NEUTRAL] And you said that you have another one?
[CUSTOMER][POSITIVE] We'll go with one more.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, before that, could you please help me out with the call number?
[AGENT][NEUTRAL] It would be my name that I gave you along with today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And then what is your next patient's policy number?
[CUSTOMER][NEUTRAL] 1 2nd.
[CUSTOMER][NEUTRAL] I think uh it would be the same patient. Uh.
[CUSTOMER][NEUTRAL] Uh, but the date of service may change. Just a moment. date of service or the bill amount.
[CUSTOMER][NEUTRAL] Uh, one second.
[CUSTOMER][NEUTRAL] Yeah, same patient everything about the date of service would be uh [PII].
[AGENT][NEUTRAL] OK, well, give me just a moment because
[AGENT][NEUTRAL] Yes, sir, but I got out of that policy. So I'm gonna have to pull that information back up.
[CUSTOMER][NEUTRAL] No, OK, OK, OK.
[CUSTOMER][NEUTRAL] OK, OK. So,
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Great
[AGENT][NEUTRAL] And what's the claim number for this data service?
[CUSTOMER][NEUTRAL] Yeah, the claim number would be 360-1407.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Still loading, [PII].
[CUSTOMER][POSITIVE] Yeah, no issue.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and just to repeat the fax number one more time, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is that correct? OK, [PII], well, I have faxed both of those explanation of benefits to you. So provided there's not any type of technical issues, you should be receiving both of them, um.
[CUSTOMER][POSITIVE] Yes that's right.
[AGENT][NEUTRAL] Very soon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Well, is there anything else that I can help you with today?
[CUSTOMER][NEUTRAL] So you have sent uh the 2nd EB also, am I right?
[AGENT][NEUTRAL] I have. They both have been faxed. It will be two separate faxes because I can't send them together. So I sent the first one and then I just sent the one for claim 3601407.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just give me a moment. I think I'm having one more uh the claim. That is a fresh claim like uh I did not uh ask any details on that. Uh, just give a moment. Is it related to APL or not I'll I'll let you know.
[CUSTOMER][POSITIVE] I thank you.
[CUSTOMER][NEUTRAL] I think uh it is not. Thank you so much and have a great day.
[AGENT][NEUTRAL] Well, you're welcome, and I just