AccountId: 011433970860
ContactId: 34b98b2c-e374-4984-a4c3-edcd941794c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213850 ms
Total Talk Time (AGENT): 73506 ms
Total Talk Time (CUSTOMER): 50886 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/34b98b2c-e374-4984-a4c3-edcd941794c3_20250221T22:37_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], this is [PII] here and this is regarding [PII].
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Sure, policy number is 021-973-22.
[AGENT][NEUTRAL] 973-22 at the end.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] And then my name is [PII] for the date of [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] That is for [PII].
[AGENT][NEUTRAL] And the build them up.
[CUSTOMER][NEUTRAL] 14,000
[CUSTOMER][NEUTRAL] And $17 even.
[AGENT][NEUTRAL] OK, so it looks like we did receive this claim on [PII].
[AGENT][NEGATIVE] I was denied we need the explanation of benefits from the members primary.
[CUSTOMER][NEUTRAL] OK, and what was the denied date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The primary U is needed for this.
[AGENT][NEUTRAL] Yes, from the primary.
[CUSTOMER][NEUTRAL] And what is going to be the claim number?
[AGENT][NEUTRAL] 343-8555.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how we need to send this primary will be via fax or mailing address.
[AGENT][NEUTRAL] Um, you can do either. Would you like the fax number and mailing address?
[CUSTOMER][NEUTRAL] Yes, fax number, go ahead with the fax number.
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mailing address.
[AGENT][NEUTRAL] It's going to be [PII].
[AGENT][NEUTRAL] And that's in [PII]. Zip code is [PII].
[CUSTOMER][NEUTRAL] Do you view your form for form is also needed with this or just primary UBC?
[AGENT][NEUTRAL] Just the primary EOB is needed at this time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. And what is going to be the call reference over the call?
[AGENT][NEUTRAL] Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] OK sir, thank you.
[CUSTOMER][POSITIVE] Bye bye have a great day.
[AGENT][POSITIVE] You're welcome. Have a good day.