AccountId: 011433970860
ContactId: 2b89262f-1eb0-4518-a4ea-56daaa3c5735
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335850 ms
Total Talk Time (AGENT): 60809 ms
Total Talk Time (CUSTOMER): 122522 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/2b89262f-1eb0-4518-a4ea-56daaa3c5735_20250519T17:48_UTC.wav
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[AGENT][POSITIVE] Thank you for calling this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling you from the provider office. I just want to know the claim status. Can you please help me?
[AGENT][NEUTRAL] Yes, I can help with claim status. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh, one moment, I'm actually I'm facing the some technical issue. One moment.
[CUSTOMER][NEUTRAL] OK, the policy number is uh.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Policy number is 02521706.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is uh
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], and the date of birth is uh.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] State of service and bill charges.
[CUSTOMER][NEUTRAL] Date of service is uh [PII] and the charge amount is uh $95,785.46.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Uh, it looks like the claim was received on 10-28-24. Pro 10-29-24.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Just one moment, ma'am.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As you said, claim was received on, yeah, what is the received date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and what is the process date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we need a copy of the explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not for primary you'll be right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Who is primary?
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] S C P E B A.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, so, uh, the.
[CUSTOMER][NEUTRAL] I'm checking here we have the primary EOB which is uh BCBS right?
[AGENT][NEUTRAL] Uh, I just show S C B P E B A I.
[CUSTOMER][NEUTRAL] OK, so what is the claim number?
[AGENT][NEUTRAL] 352-318-5.
[CUSTOMER][NEUTRAL] OK. Go ahead.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] You have them with the claim number 352-318-5?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And uh what is your name? Can you spell out your name?
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] Can you repeat one more time? [PII] after that.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII], what is your last initial name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] So you need only the primary with along along with the claim form. Do you need also the claim form or not?
[AGENT][NEUTRAL] No, we don't need the claim just reference the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] And uh what is the call reference number for this one?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.