AccountId: 011433970860
ContactId: 2b3c58c4-f345-4986-8d4a-36a25ca6530b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291609 ms
Total Talk Time (AGENT): 74319 ms
Total Talk Time (CUSTOMER): 114115 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/2b3c58c4-f345-4986-8d4a-36a25ca6530b_20250417T14:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi. This is [PII] calling for provider offers to check on a claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, member ID is 02478781 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] And the patient's name.
[CUSTOMER][NEUTRAL] Patient first name is [PII] and the last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII] with the total charge amount of $3,572 even.
[AGENT][NEUTRAL] And what is the procedure code on that bill?
[CUSTOMER][NEUTRAL] Procedure code will be uh
[CUSTOMER][NEUTRAL] 00 sorry 01926.
[AGENT][NEUTRAL] OK, we did get that claim in.
[AGENT][NEUTRAL] And we are asking for the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Requesting for.
[CUSTOMER][NEUTRAL] Uh, requesting for.
[CUSTOMER][NEUTRAL] Uh, primary you will be, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know who's the primary?
[AGENT][NEUTRAL] I'm not sure. We just, uh, when we get the claim in, we request the explanation of benefits.
[AGENT][NEUTRAL] This is a secondary policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Wait a minute.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, we'll be checking uh whether we have uh primary UB uh we can fax the primary UB through fax.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] 9423, right? I will repeat it again. Please check with that.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, it will be 877-3659423, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Attention will be?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] Oh,
[CUSTOMER][NEUTRAL] Do you have any claim number?
[AGENT][NEUTRAL] 3582393
[CUSTOMER][NEUTRAL] 933582393, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Received and processed on.
[AGENT][NEUTRAL] Receive 327 25, processed 328 25.
[CUSTOMER][NEUTRAL] 28th of 25.
[CUSTOMER][NEUTRAL] Got it. So yeah, we'll be checking and we'll be sharing the primary UB. Oh, that's it for this number. Could you please share me your name and the call reference number?
[AGENT][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Got it, [PII]. So yeah, that's it for the day. Thank you. Thank you for assisting. Have a great day.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] You too bye bye.