AccountId: 011433970860
ContactId: 3381520f-dcc2-4af4-8e59-7568953fa5a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267359 ms
Total Talk Time (AGENT): 112389 ms
Total Talk Time (CUSTOMER): 43908 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/3381520f-dcc2-4af4-8e59-7568953fa5a7_20250121T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to check claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you, uh, [PII], can I first get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, 1568739.
[AGENT][NEUTRAL] All right, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the billed amount?
[CUSTOMER][NEUTRAL] $239.
[AGENT][NEUTRAL] 2:39. OK, thank you. One moment please.
[AGENT][NEUTRAL] I'm sorry [PII], what was the name of the uh provider's office?
[CUSTOMER][NEUTRAL] Drumright Regional Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] OK, looks like we received the claim a couple of times.
[AGENT][NEUTRAL] So the first is stating that we are missing the primary EOB.
[CUSTOMER][NEUTRAL] OK, and it was faxed on [PII].
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] OK, so looks like those just registered as duplicates. So if you'll bear with me just a moment, um, I'm gonna put you on a brief hold and reach out to our claims specialist so they can take a look, give me just a moment, thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Referring.
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Hi [PII], this is [PII] over on the care team. How are you?
[CUSTOMER][POSITIVE] I'm great how are you?
[AGENT][NEUTRAL] Doing all right thank you I've got a provider on the line calling regarding a claim um the original stated that we were missing the EOB. She did tell me when that was sent over to us uh and that claim just registered as a duplicate, so I just wanted to make sure that all of that information was correct.
[CUSTOMER][NEUTRAL] OK, may I have a policy number?
[AGENT][NEUTRAL] Yes, it is 1568739.
[AGENT][NEUTRAL] And it is for part 4.
[CUSTOMER][NEUTRAL] OK, and who's on the line?
[AGENT][NEUTRAL] Uh, we're speaking with [PII].
[CUSTOMER][NEUTRAL] You have a callback number?
[AGENT][NEUTRAL] Yes, it is [PII] 0 wait 7311176, sorry.
[CUSTOMER][POSITIVE] OK, thank you. I am ready.
[AGENT][NEUTRAL] Uh, I have both of those claim numbers if you'd like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, so the original claim was 353-565-5.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the one that she stated was the EOB uh was 3541405.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right. Of course, thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.