AccountId: 011433970860
ContactId: 2846e6e5-f42d-4b35-8dad-fdfbf574e165
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329429 ms
Total Talk Time (AGENT): 120984 ms
Total Talk Time (CUSTOMER): 117646 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/2846e6e5-f42d-4b35-8dad-fdfbf574e165_20250227T17:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. I'm calling from Premier Physical Therapy and Sports Medicine, a provider's office. I'm trying to get an explanation of benefits back sent back for a claim.
[AGENT][NEUTRAL] OK, you're needing an explanation of benefits on a claim, is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct. The patient's name is.
[AGENT][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, so first off, who am I speaking with, please?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] I'm T calling from Premiere Physical Therapy and Sports Medicine.
[AGENT][NEUTRAL] OK, thank you team. and what is your callback number?
[CUSTOMER][NEUTRAL] My callback number is [PII].
[AGENT][NEUTRAL] OK. Say that again for me. [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm sorry your voice is going in and out, so let's, let's try that again. Area code [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, can you please say that like a phone number so that I can get it because again your voice is going out.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then the policy number for the patient?
[CUSTOMER][NEUTRAL] The member ID is 02542049ML8.
[AGENT][NEUTRAL] OK, say that again, please.
[CUSTOMER][NEUTRAL] 02542049ML8
[AGENT][NEUTRAL] OK, thank you. I'm not sure what's wrong with our connection, but there's a pause after everything that you say. So it's cutting off part of what you're saying to me.
[AGENT][NEUTRAL] I don't know if it's on my end.
[CUSTOMER][POSITIVE] I apologize for the issue.
[AGENT][NEUTRAL] So one moment please.
[CUSTOMER][NEUTRAL] Let me try to speak a bit
[AGENT][NEUTRAL] OK, and any information that I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] The first name is [PII], spelled [PII]
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The first name is [PII], spelled [PII]
[AGENT][NEUTRAL] Yes, I got that.
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][POSITIVE] OK, thank you. date of service.
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And the total bill amount, please.
[CUSTOMER][NEUTRAL] The total billed amount is $262.5.
[AGENT][NEUTRAL] 262.50. Is that correct?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can you please fax me the explanation of benefits for this claim?
[AGENT][NEUTRAL] Once I get the information pulled up, I, I can do that and you may also print it directly from our portal by going to [PII]. Do you have the claim number?
[CUSTOMER][NEUTRAL] No, I don't have the claim number, but I can provide you with our fax number to send the explanation of benefits.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so the claim number for this number is 3,556,510.
[CUSTOMER][NEUTRAL] The fax number to send the explanation of benefits is [PII].
[AGENT][NEUTRAL] OK. I'm sorry, I'm not getting that.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Repeat it as a phone number, please. Mhm.
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] One more time.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the claim number is 3,556,510.
[CUSTOMER][NEUTRAL] Will you be faxing the explanation of benefits to the fax number I provided?
[AGENT][NEUTRAL] Is this an actual person or a recording?
[CUSTOMER][NEUTRAL] I'm a real person and I'm calling from Premier Physical Therapy and Sports Medicine, a provider's office.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and the tax ID number?
[CUSTOMER][NEUTRAL] The tax ID number is [PII].
[AGENT][NEUTRAL] OK, thank you. And does this need to be put to any specific person's attention?
[CUSTOMER][NEUTRAL] No, it's just for the explanation of benefits for the claim, so please fax it to the number.
[AGENT][POSITIVE] Yes, ma'am. I understand that. Yes, ma'am. I will fax this. Is there anything else that I can help you with today?
[CUSTOMER][POSITIVE] No, that's all. Thank you for your help and
[AGENT][POSITIVE] Thank you for calling APS. Have a wonderful afternoon. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. You too. Goodbye.