AccountId: 011433970860
ContactId: 3b5bd779-2177-4f32-b8b2-dbb3d2ea14a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147860 ms
Total Talk Time (AGENT): 60619 ms
Total Talk Time (CUSTOMER): 58241 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3b5bd779-2177-4f32-b8b2-dbb3d2ea14a7_20250604T15:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yes sir, my name is [PII]. I'm calling from Integrated Anesthesia Associates. I was calling in regards to a claim um claim status.
[AGENT][POSITIVE] All right, [PII]. Happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] Uh, we have 02476613.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, this is for [PII] and [PII].
[AGENT][NEUTRAL] OK. The service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] And then they build them out.
[CUSTOMER][NEUTRAL] 1400 even?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, thank you for your patience on that, [PII]. So it looks like we did receive a claim. It was received on [PII]. Claim was denied on [PII]. Uh, we just need the explanation of benefits from their primary.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, so, um, according to our records, the, um, United Healthcare termed back on [PII], has the patient not called and updated the COP as of yet?
[AGENT][NEUTRAL] Yeah, so there is no uh COB on the members plan with the secondary, so we don't know what their primary is.
[CUSTOMER][NEUTRAL] Right, I, I understand, but my, I'm sorry, my question was the patient hasn't called and updated the COB as of yet?
[AGENT][NEUTRAL] Correct, we don't have that correct. We don't have that information.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right, and I appreciate your help today sir. Could I get a reference number for the call?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], that's [PII] initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you so much have a great day.
[AGENT][NEUTRAL] You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.