AccountId: 011433970860
ContactId: 2d93828f-2cfc-4be2-ba50-e68f6be29b5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269450 ms
Total Talk Time (AGENT): 53611 ms
Total Talk Time (CUSTOMER): 155616 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/2d93828f-2cfc-4be2-ba50-e68f6be29b5e_20250401T22:12_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Did you get it right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I'm calling from the business office of VHS Brownsville Hospital, and I'm calling regarding out the claim status that we submitted and for quality assurance, this call may be monitored or recorded.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, um, the best callback number is [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number of the patient is.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 01868848.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient's name is [PII]. I don't know if I pronounce the last name, OK. [PII], with date of birth of [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what's that data service?
[CUSTOMER][NEUTRAL] The date of the service is [PII].
[CUSTOMER][NEUTRAL] Actually I have the claim number uh but it was denied then we resubmitted the claim according to the denial.
[AGENT][NEUTRAL] Oh, OK, um, is that what claim number is that?
[CUSTOMER][NEUTRAL] Yes, actually, I tried to pull it up if you guys received it already portal, but the original claim was
[CUSTOMER][NEUTRAL] A cure, the claim number was 3569367.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like we were requesting the primary explanation of benefits.
[AGENT][NEUTRAL] And did you say you have uh.
[CUSTOMER][NEUTRAL] Yes, and then we.
[CUSTOMER][NEUTRAL] Yeah, we resubmit the claim dated uh.
[CUSTOMER][NEUTRAL] February, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And just give me a second, mhm.
[CUSTOMER][POSITIVE] Uh, I'm trying to pull up where it was submitted. I'm sorry for that one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, after the, the claims denial of [PII], we resubmit the claim with the primary be to America's Public Life, uh, [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] OK, it looks like we do have this we have received it and it's currently in processing.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, may I know when was the receiving?
[AGENT][NEUTRAL] Uh, the received date was actually today, so [PII].
[CUSTOMER][NEUTRAL] Oh, I see noted with that one still in process.
[CUSTOMER][NEUTRAL] OK, so, um, uh, we're gonna give, uh, 30 business days or a week? Or how many days would be the turnaround time from the date it was received?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] It just be about 7 to 10 working days.
[CUSTOMER][NEUTRAL] OK, 7 to 10.
[CUSTOMER][NEUTRAL] It's the state. Did I get it right?
[AGENT][POSITIVE] Business, yes, yes, that's correct.
[CUSTOMER][NEUTRAL] Noted with us.
[CUSTOMER][POSITIVE] Alright, don't have any other question with this one, but then before I let you go, [PII], can I have a call reference number? Thank you so much.
[AGENT][NEUTRAL] Uh, call reference call reference number is just my first name, [PII], and then first initial last name which is [PII], and then it's today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Noted with this one. Thank you so much, [PII], for answering my call. Have a great one. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL you as well.