AccountId: 011433970860
ContactId: 369f49f5-48e6-41c5-95cb-3add208c66c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197990 ms
Total Talk Time (AGENT): 92729 ms
Total Talk Time (CUSTOMER): 59019 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/369f49f5-48e6-41c5-95cb-3add208c66c2_20250109T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII]. My name is [PII] and I'm calling from provider's office to check up on a claim status.
[AGENT][POSITIVE] Thank you, [PII]. It would be my pleasure to assist you with claim status this morning. What is a good callback number, please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number is 025578885.
[AGENT][NEUTRAL] Thank you. And Prentice, what is the name of the patient and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and patient's date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, sir, and the date of service for that claim status?
[CUSTOMER][NEUTRAL] Our date of service is [PII].
[AGENT][NEUTRAL] And what is the bill amount, please, sir?
[CUSTOMER][NEUTRAL] It's $1,359 even.
[AGENT][NEUTRAL] And the facility name, please?
[CUSTOMER][NEUTRAL] It's vital MD Group holding LLC.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] I'm checking on that claim status for you and just one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] $1,359.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Apprentice, we did receive that claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] And the claim is pending for the primary EOB. We are secondary to the policyholder's major medical.
[CUSTOMER][NEUTRAL] OK, so you need primary you be uh.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Uh, can you help me with the fax number so I can submit the primary GOB?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and what's the claim number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Claim number is 354.
[AGENT][NEUTRAL] 7787.
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][POSITIVE] Mhm. My pleasure.
[AGENT][NEUTRAL] And you can fax.
[CUSTOMER][NEUTRAL] And what would be the call reference number?
[AGENT][NEUTRAL] The call reference number is my name and today's date. I spell my name [PII].
[CUSTOMER][POSITIVE] OK, thank you for that, [PII], and that would be all for today. Thank you for your help.
[AGENT][POSITIVE] Well it's been my, it's been my pleasure and thank you for calling APL. I hope you have a wonderful day as well. It's been a pleasure to help you with the claim status. Take care, Prene.
[CUSTOMER][NEUTRAL] Same to you, same to you bye bye.
[AGENT][NEUTRAL] Bye-bye.