AccountId: 011433970860
ContactId: 27760fa8-b4df-4945-ae3a-cca1db906668
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208309 ms
Total Talk Time (AGENT): 73388 ms
Total Talk Time (CUSTOMER): 75205 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/27760fa8-b4df-4945-ae3a-cca1db906668_20250409T14:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, good afternoon, [PII]. This is, uh, [PII] and I'm calling on for office to check the claim status.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes. Uh, it's 02449827.
[AGENT][POSITIVE] Thank you. And how do you, do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It's uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient first name is [PII] and last name is [PII], and the date of birth would be [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][POSITIVE] Thank you and then data service.
[CUSTOMER][NEUTRAL] A of service would be [PII] and total bill amount, $1050 even.
[AGENT][NEUTRAL] OK. One moment, please.
[AGENT][NEUTRAL] OK, so we did get a claim for the state of service. claim was received on [PII].
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Claim was denied on [PII]. We need an explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Uh, [PII], if you don't mind, can you just uh help me with the claim number?
[AGENT][NEUTRAL] Claim number is 352-7900.
[CUSTOMER][NEUTRAL] Oh, I told you it was.
[CUSTOMER][NEUTRAL] OK. Uh, do you have any fax number or something where we can send, uh, you know, uh, primary insurance to you?
[AGENT][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And is there any attention for that?
[AGENT][NEUTRAL] Uh, attention claims.
[CUSTOMER][NEUTRAL] OK. And uh sir, uh, uh, is there any time frame for that?
[AGENT][NEGATIVE] Uh, no timely filing.
[CUSTOMER][NEUTRAL] OK, just a minute.
[CUSTOMER][NEUTRAL] Isn't it
[CUSTOMER][NEUTRAL] OK. Uh, sir, one more last question I just want to ask you. Uh, do you have any information, like, do you, do you have any kind of information in your system? Who is the primary insurance for this patient?
[AGENT][NEUTRAL] No, we do not. You would have to contact the insured.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] No worries.
[CUSTOMER][POSITIVE] OK, so thank you so much, [PII]. Thank you so much for the information. Can you just help me with the car reference number?
[AGENT][NEUTRAL] Absolutely. Call references my name with my last initial, then today's date. My name again is [PII], that's [PII] My initials my last name is [PII] and then today, today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your time. Have a good day and take care. Thank you.
[AGENT][NEUTRAL] You too. Bye-bye.