AccountId: 011433970860
ContactId: 2bf70cd9-c162-4cc7-87ac-63eb918bc6e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285589 ms
Total Talk Time (AGENT): 89031 ms
Total Talk Time (CUSTOMER): 76525 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/2bf70cd9-c162-4cc7-87ac-63eb918bc6e2_20250423T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good morning [PII]. The first initial to your last name is?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] First and last name is [PII] My name is [PII] First initial to my last name is [PII], and I was calling to see if you have a claim on file.
[AGENT][NEUTRAL] Yeah, of course. I can check claim status for you. Do you have a policy number?
[CUSTOMER][NEUTRAL] Policy number is 02265478ML8.
[AGENT][POSITIVE] OK, perfect. Thank you.
[AGENT][NEUTRAL] OK, then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And then what's the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is?
[CUSTOMER][NEUTRAL] First name is [PII], last name is [PII] Date of birth [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and did you need inpatient or outpatient benefit amount?
[CUSTOMER][NEUTRAL] Um, no, ma'am.
[CUSTOMER][NEUTRAL] I just need to know if the claim is on file with the primary EOB.
[AGENT][NEUTRAL] Oh yes, you're checking claim status. Do you have a data service?
[CUSTOMER][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It says here data services [PII] total charge $1660.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Just a moment, I'll look at the remark code for you.
[AGENT][NEGATIVE] And this was denied. Yes, so we're still awaiting the EOB.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Do you have a fax number where I can fax you here?
[AGENT][NEUTRAL] Yes, of course, so we have a fax number and we have a claims address, so the fax number would be [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] Alright and the address would be?
[AGENT][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Can I have the claim number?
[AGENT][NEUTRAL] Yes, and the claim number is 353.
[AGENT][NEUTRAL] 7373.
[CUSTOMER][NEUTRAL] And just fax it over because the claim number please see probably be.
[AGENT][POSITIVE] Yes, that's correct. Mhm.
[CUSTOMER][NEUTRAL] Is that correct?
[CUSTOMER][NEUTRAL] Reference number for the call.
[AGENT][NEUTRAL] Yes, it's my first name, [PII] Last initial [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much. You have a good day, right?
[AGENT][POSITIVE] Of course. Yeah, is there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, ma'am, that'll be it.
[AGENT][POSITIVE] All right. Well, thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] OK, bye.