AccountId: 011433970860
ContactId: 37a2a9a7-2203-46c6-9faa-90923e04beb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 266649 ms
Total Talk Time (AGENT): 92140 ms
Total Talk Time (CUSTOMER): 78889 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/01/37a2a9a7-2203-46c6-9faa-90923e04beb6_20250401T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII], and I'm calling from provider's office. Could you please help me with the claim status?
[AGENT][POSITIVE] Yes, I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes. It's 02509981.
[AGENT][NEUTRAL] All right, thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII] and there's no extension for that.
[AGENT][NEUTRAL] Thank you. May I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] OK. One moment. The data service is on [PII].
[AGENT][POSITIVE] Thank you, fill them out.
[CUSTOMER][NEUTRAL] It's $100.
[AGENT][NEUTRAL] 800.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, it's just 100 $100.
[AGENT][POSITIVE] 100. OK. Thank you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for this state of service. The claim was received on [PII]. Uh, we need the explanation of benefits from the member's primary insurance.
[CUSTOMER][NEUTRAL] OK. So the claim was received on [PII] to [PII]. Could you please give me the claim number?
[AGENT][NEUTRAL] 357.
[AGENT][NEUTRAL] 5948.
[CUSTOMER][NEUTRAL] OK. And you need the primary explanation of benefits, right?
[AGENT][POSITIVE] That is correct, yeah.
[CUSTOMER][NEUTRAL] OK. Uh, how do I send it to you?
[AGENT][NEUTRAL] Uh, it can be
[CUSTOMER][NEUTRAL] Do you have any facts for that?
[AGENT][NEUTRAL] Mhm. I can give you the fax number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] I'm ready for that.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII] 3.
[CUSTOMER][NEUTRAL] And uh what would be your mailing address?
[AGENT][NEUTRAL] Um, the attention, I'm sorry, was that your question?
[CUSTOMER][NEUTRAL] The mailing address.
[AGENT][NEUTRAL] Mailing address is going to be [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Uh, thank you so much for that. And uh yeah, we will send you the primary UB.
[CUSTOMER][NEUTRAL] Uh, and also could you please give me a call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] OK, sir. Uh thank you.
[CUSTOMER][NEUTRAL] So much for all that information. Uh, yeah, that's what will happen.
[AGENT][NEUTRAL] Your
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.