AccountId: 011433970860
ContactId: 27cae18d-6029-4865-9800-a2a559ae028d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227289 ms
Total Talk Time (AGENT): 75236 ms
Total Talk Time (CUSTOMER): 72065 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/27cae18d-6029-4865-9800-a2a559ae028d_20250424T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] calling from provider's office to check on the claim status for a patient.
[AGENT][NEUTRAL] OK, I can check on a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Policy number is 02518815.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's uh.
[CUSTOMER][NEGATIVE] So [PII].
[CUSTOMER][NEUTRAL] And date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. Uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, [PII]. Do you have that bill amount?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, for $18,246 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so [PII], we did receive this claim, uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Who is, uh, just, what's the claim number?
[AGENT][NEUTRAL] That is 356-687-8.
[CUSTOMER][NEUTRAL] 878. Claim was received on?
[AGENT][NEUTRAL] Uh, this claim was received on [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the 94 primary will be, right?
[AGENT][NEGATIVE] Yes, it's missing the primary EOB.
[CUSTOMER][NEUTRAL] Just a second, let me check as per my end.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Public.
[CUSTOMER][NEUTRAL] So this member having you as primary, right?
[AGENT][NEUTRAL] I'm sorry, what was that?
[CUSTOMER][NEUTRAL] Oh, this member is uh having United Healthcare as primary, right?
[AGENT][NEUTRAL] Um, I don't know who they have as primary. This is their secondary medical policy.
[CUSTOMER][NEUTRAL] I mean the adventure.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. How can we uh send the primary AOB fax number?
[AGENT][NEUTRAL] I have a, yes, I do have a fax number that is [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. And the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh my name is spelled [PII] And was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, I'm done. Thank you. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL. Have a great day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.