AccountId: 011433970860
ContactId: 3761f495-adfe-48bd-a7f9-ad1b0aebc036
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293700 ms
Total Talk Time (AGENT): 91163 ms
Total Talk Time (CUSTOMER): 148055 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/3761f495-adfe-48bd-a7f9-ad1b0aebc036_20250226T17:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello this is
[CUSTOMER][NEUTRAL] Uh, my name is [PII] and I'm calling from Blu's office to check on the status of submitted primary OB.
[CUSTOMER][NEUTRAL] Uh, or a claim status for one member.
[AGENT][NEUTRAL] Sure, I can check that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. It's a direct line.
[AGENT][NEUTRAL] I'm sorry, [PII], could you repeat that number for me?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It's 19145.
[AGENT][NEUTRAL] I'm sorry, that was 19145?
[CUSTOMER][POSITIVE] That's right. Mhm.
[AGENT][NEUTRAL] OK, that's a bit too short to be one of our policy numbers, [PII]. Um, do you have that claim number by chance? or their social?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] I do, I'm sorry. Actually, I have like policy number which I have received in the document.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That you guys sent us.
[CUSTOMER][NEUTRAL] So it is 01887330.
[AGENT][NEUTRAL] OK, thank you. And then what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So first name is uh [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Um, data service is [PII].
[CUSTOMER][NEUTRAL] I mean, uh
[CUSTOMER][NEUTRAL] Yeah, [PII], and the charge amount $376 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and you
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, that was [PII].
[CUSTOMER][NEUTRAL] I mean, [PII], right? Mhm.
[AGENT][NEUTRAL] OK, I'm not showing we've received any claims for that date of service for this number.
[CUSTOMER][NEUTRAL] I'm sorry, I'm so sorry. Uh, you know what, I was on a different page. It's, uh, it was actually [PII]. Sorry for that. It's [PII].
[AGENT][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] Yeah. Mhm.
[AGENT][NEUTRAL] And that was still $376?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The amount would be
[CUSTOMER][NEUTRAL] $376 even, right.
[AGENT][NEUTRAL] OK, OK.
[AGENT][NEUTRAL] OK, yes, so it looks like we um have not received that primary EOB um did you say that you did send it?
[CUSTOMER][NEUTRAL] OK, yeah.
[CUSTOMER][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah, we sent on [PII] in your mailing address which is [PII].
[AGENT][NEUTRAL] OK, yeah, it does not look like that has been received yet, um.
[AGENT][NEUTRAL] I also have a uh fax number if that's easier, [PII].
[CUSTOMER][NEUTRAL] Oh, you do have a fax number as well. OK, so can I have the fax number?
[AGENT][NEUTRAL] Yeah, that's 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And what attention I need to put while sending this?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK. Do you have the reference number for this call?
[AGENT][NEUTRAL] The reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] A [PII] last initial [PII] was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Uh, no, that's really, so you want me to send this, uh, primary on that fax number only, right? Only the fax, I mean only the UB, right?
[AGENT][NEUTRAL] You can.
[AGENT][NEGATIVE] Yeah, that's all that's all it's stating that this claim is missing.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] Did you need that claim number?
[CUSTOMER][NEUTRAL] All right. Thank you. Thank you for. Claim number, I believe I have just verify is that the same 354-9292.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, OK. All right, fine. Thank you.
[AGENT][POSITIVE] OK, yep, thanks for