AccountId: 011433970860
ContactId: 33263b3b-b788-46ff-969a-d1aad7991d87
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164600 ms
Total Talk Time (AGENT): 47750 ms
Total Talk Time (CUSTOMER): 61626 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/33263b3b-b788-46ff-969a-d1aad7991d87_20250110T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Yes. Hi, mister. This is [PII]. I'm calling from DCJW Medical Center calling regarding the claim status for a patient. So can you help me with that?
[AGENT][POSITIVE] Yes, absolutely, [PII] I can help you with that, but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] [PII], that will be direct.
[AGENT][POSITIVE] Perfect and the policy number?
[CUSTOMER][NEUTRAL] Mm, sure. The policy number is 02475818.
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] The patient name is [PII]. Date of birth uh [PII].
[AGENT][NEUTRAL] Perfect and the date of service for the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII] for $15,235 even.
[AGENT][NEUTRAL] Can we received that claim on [PII].
[AGENT][NEUTRAL] Processed and denied on [PII] as we're needing the primary EOB.
[CUSTOMER][NEUTRAL] OK, but uh when we bill the claim, we billed with the primary UB, so can you verify again that you have received the primary UB earlier?
[AGENT][NEGATIVE] We have not received the primary EOB.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Make it the claim number also.
[AGENT][POSITIVE] Oh absolutely it is 353.
[AGENT][NEUTRAL] 2402.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh do we need to send the um
[CUSTOMER][NEUTRAL] Correct the claim.
[AGENT][NEUTRAL] No, you can just send the EOB and reference the claim.
[AGENT][NEUTRAL] The claim number?
[CUSTOMER][NEUTRAL] OK, sure. May I get the fax number where we need to send that?
[AGENT][NEUTRAL] Sure, fax number is [PII].
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 9423.
[CUSTOMER][NEUTRAL] OK. May I get your reference number, please?
[AGENT][NEUTRAL] It is just my name [PII].
[CUSTOMER][POSITIVE] Thank you, [PII], for all the details and have a nice day.
[AGENT][POSITIVE] You do the same thank you for calling APL have a great day.