AccountId: 011433970860
ContactId: 30622fc3-c545-454c-bae6-88333b25b159
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 290540 ms
Total Talk Time (AGENT): 67550 ms
Total Talk Time (CUSTOMER): 87031 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/30622fc3-c545-454c-bae6-88333b25b159_20250522T20:03_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Could you please help me with the claim?
[AGENT][NEUTRAL] Yes, I can help you with the claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it is 023.
[CUSTOMER][NEUTRAL] 00709
[AGENT][NEUTRAL] OK, thank you. And the patient name and date of birth?
[CUSTOMER][NEUTRAL] member's name, [PII]
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges.
[CUSTOMER][NEUTRAL] D of service, [PII], sorry. And the total charge is 500.
[CUSTOMER][NEUTRAL] $58 even.
[AGENT][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, looks like we received on 6-17-2024, 6-18-2024.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Needed a copy of the primary EOB. Do you know what date that was sent?
[CUSTOMER][NEUTRAL] Yes, uh,
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um just for me for a second.
[CUSTOMER][NEUTRAL] It was actually sent on [PII].
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] 3
[AGENT][NEUTRAL] OK, it looks like we did receive that 4:14 process 415.
[AGENT][NEUTRAL] Let me pull up what we received, because they denied it as a duplicate. Hold on just a second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it doesn't look like the EOB was attached. Can you resend that?
[CUSTOMER][NEUTRAL] OK. We resend it on um your, I'm just reconfirming the address. It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, or if you want to fax it, I can give you that number.
[CUSTOMER][NEUTRAL] Uh, I already have this one also. It is [PII], that.
[AGENT][POSITIVE] Yes, that's, yes, that's right.
[CUSTOMER][NEUTRAL] OK, no issue. And uh could you please reconfirm the claim number if it is possible?
[AGENT][NEUTRAL] Uh, yes, the claim number, the most recent claim number is 3589469.
[CUSTOMER][NEUTRAL] 69. OK.
[CUSTOMER][NEUTRAL] 3589469.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. What's the call reference number?
[AGENT][NEUTRAL] It's my name, [PII]
[AGENT][NEUTRAL] My name with today's date.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks for your
[CUSTOMER][NEUTRAL] You too.