AccountId: 011433970860
ContactId: 3144d59b-5205-47b4-8fa2-066508bb6515
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179919 ms
Total Talk Time (AGENT): 36337 ms
Total Talk Time (CUSTOMER): 98840 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3144d59b-5205-47b4-8fa2-066508bb6515_20250606T15:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] with FastMed Urgent Care. I am trying to get some information. Um, I got a member that was seen last [PII] of
[CUSTOMER][NEUTRAL] Oh, excuse me, [PII] and the claim was billed to y'all, but the, I'm not sure exactly what the denial is asking for.
[AGENT][NEUTRAL] OK. Uh, can I get your callback number, [PII], and I can look at that claim status.
[CUSTOMER][NEUTRAL] Sure it's a direct line of [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh yes, it is 017.
[CUSTOMER][NEUTRAL] 051.
[CUSTOMER][NEUTRAL] 85
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] IOC [PII], uh, excuse me, [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And bill charges?
[CUSTOMER][NEUTRAL] $502.
[AGENT][NEUTRAL] Um, so this is a secondary policy, so we need the primary explanation of benefits from their primary insurance.
[CUSTOMER][NEUTRAL] So this is a secondary policy, OK?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] So you'd need.
[CUSTOMER][NEUTRAL] Primary EOB. All right, that wasn't.
[CUSTOMER][NEUTRAL] Uh, I guess the previous rep when front office called didn't tell us that. OK, what was the, uh, effective date on this policy and if there was a term date?
[AGENT][NEUTRAL] Uh, looks like, let's see.
[AGENT][NEUTRAL] Got effective [PII] and then it turned [PII].
[CUSTOMER][NEUTRAL] OK. [PII], what's the first initial of your last name?
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] And do y'all do reference number?
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][POSITIVE] OK. All right. Thank you, ma'am. I appreciate your help and you have a great day, OK?
[AGENT][POSITIVE] OK, thank you for calling APL have a great weekend.
[CUSTOMER][NEUTRAL] Mhm. Bye now.
[AGENT][POSITIVE] Thank you.