AccountId: 011433970860
ContactId: 38e9b67e-8443-42e1-9e2c-bf7b3c0222cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 493250 ms
Total Talk Time (AGENT): 85369 ms
Total Talk Time (CUSTOMER): 133960 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/38e9b67e-8443-42e1-9e2c-bf7b3c0222cd_20250618T13:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Medical University Hospital to check on the claim status.
[AGENT][NEUTRAL] I can help you with claim status um can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line, Medical University Hospital.
[AGENT][NEUTRAL] So, I have [PII] and what was the last four?
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] 98, sorry, 02292666.
[AGENT][NEUTRAL] I have 02292666.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Patient name is uh [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Freedom service is [PII] and the total charge amount is $9,621.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] 07.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] 39
[CUSTOMER][NEUTRAL] Um, I.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] I'm, I'm looking. Give me one moment.
[CUSTOMER][NEUTRAL] No, no. Initially, the claim was denied for need the primary UB so we faxed the primary UB on uh [PII]. I need to know whether you received the primary UB or not.
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] Alright, and when did you send the primary EOB?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing anything was submitted then let me check.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the date of service, I'm sorry, was [PII] what?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] We send the primary UB through fax.
[AGENT][NEUTRAL] To [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Alright, give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm not showing that we that we have the EOB for that.
[CUSTOMER][NEUTRAL] But we correctly faxed that. Can you please verify once?
[CUSTOMER][NEUTRAL] Because our faxing department stated that we currently faxed it on [PII] with the fax to cover sheet dispute form on UB with four pages pages.
[CUSTOMER][NEUTRAL] Back to the 4 pages.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] maybe want another one.
[CUSTOMER][NEUTRAL] a
[CUSTOMER][NEUTRAL] Hm?
[AGENT][NEUTRAL] I'm not able to see it, but if you'd like, you can fax it and I can give you the claim number to attach with it.
[CUSTOMER][NEUTRAL] OK, then uh, uh, the mailing address is [PII], [PII], OK, [PII]. And the fax number is [PII]. Attention to claim number, right?
[AGENT][NEUTRAL] Attention to claims department, yes. And then would you like the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, it's 30.
[CUSTOMER][NEUTRAL] No, we want to do for this. We send again.
[AGENT][NEUTRAL] Yes, you can send it again and I was seeing if you wanted to have the claim number to attach it to your, the primary EOB.
[CUSTOMER][NEUTRAL] Then we put the attention to the claim number, right?
[AGENT][NEUTRAL] The claim department, yes.
[CUSTOMER][NEUTRAL] Then why you should be attach the claim number?
[CUSTOMER][NEUTRAL] You should tell her that.
[AGENT][NEUTRAL] I was just I was just asking if you wanted the claim number for reference.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] No, already I have it. No. May I know the timely filing limit?
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial and today's date, so [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great and good day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Have a great day. Thank you for calling APL.