AccountId: 011433970860
ContactId: 2b6fb4e8-5fa5-405f-ac02-6268aff79f58
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170410 ms
Total Talk Time (AGENT): 60818 ms
Total Talk Time (CUSTOMER): 45670 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/2b6fb4e8-5fa5-405f-ac02-6268aff79f58_20250404T19:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII] calling from the provider's office to check on the claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02473154 Mike Lima 7. And can you please spell out your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then can I get a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Direct line.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Great, thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] That would be [PII] with the bill amount of $64,123 even.
[AGENT][NEUTRAL] Thank you for your patience on that. So claim was received for this on [PII]. Claim was denied on [PII]. We need the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] So, may I know the claim number?
[AGENT][NEUTRAL] 3562748
[CUSTOMER][NEUTRAL] And may I know the mailing address by which we can send the primary UB?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] And may I know the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initials in today's date.
[CUSTOMER][POSITIVE] Thank you, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. So there are no more claims. Thank you so much. Have a great day. Bye-bye.
[AGENT][NEUTRAL] You too bye bye, [PII].