AccountId: 011433970860
ContactId: 2825c809-f3ba-4565-a027-69350c382ecb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 343369 ms
Total Talk Time (AGENT): 78191 ms
Total Talk Time (CUSTOMER): 112466 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/2825c809-f3ba-4565-a027-69350c382ecb_20250606T15:10_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] Hi [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah. Uh, the callback number is [PII].
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] Sorry, could you please repeat that?
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number would be 25192991.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Oh yeah, [PII] and uh charges will be $114883.24.
[AGENT][NEUTRAL] The claim was received on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Mhm.
[AGENT][NEUTRAL] Need a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK. May I have the claim number, please?
[AGENT][NEUTRAL] My claim number is
[AGENT][NEUTRAL] 353-271-3
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, may I have the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, thanks for that. In my system, uh, I see that the primary UB has already been sent to you. Could you please check on that?
[AGENT][NEUTRAL] When was it that?
[CUSTOMER][NEUTRAL] Oh yeah. It has been sent on.
[CUSTOMER][NEUTRAL] One moment, please. Uh, 64 of [PII].
[AGENT][NEUTRAL] Um, it's not in the system yet. It's possible we've received it, but it takes a few days to get into the system since that was 2 days ago.
[CUSTOMER][NEUTRAL] OK. So it has been processing, right?
[AGENT][NEGATIVE] I don't show it received yet, but we could have received it. It just takes probably up to 3 working days to get into the system and it was sent on 64. That was just 2 days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks for that. And I just want to ask one thing. How are you doing today?
[AGENT][POSITIVE] I'm doing good. How about you?
[CUSTOMER][POSITIVE] Yeah, I'm doing good too. Uh, I do have another bill. Could you please check on that?
[AGENT][NEUTRAL] Uh, yes. Give me just one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number will be 01648436.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and charges will be $6,391 and even.
[AGENT][NEUTRAL] Uh, looks like that was received on [PII].
[AGENT][NEUTRAL] And process [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Needed a copy of their primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Uh, but I think we have already been sent, uh, the primary UV.
[CUSTOMER][NEUTRAL] Um, one moment please.
[CUSTOMER][NEUTRAL] Yeah. It has been already sent on for [PII]. Could you please check on that?
[CUSTOMER][NEUTRAL] Hello, you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello?