AccountId: 011433970860
ContactId: 3f97e357-722c-4a94-8d90-ecfd6048ec88
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 233580 ms
Total Talk Time (AGENT): 75195 ms
Total Talk Time (CUSTOMER): 118572 ms
Interruptions: 5
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/3f97e357-722c-4a94-8d90-ecfd6048ec88_20250512T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. My last initial is [PII] like [PII], calling for claim status.
[AGENT][POSITIVE] Great, [PII], I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] I'm happy to check on a claim. Can I get the policy number? The policy number is
[CUSTOMER][NEUTRAL] 02218541
[AGENT][NEUTRAL] All right, thank you for that. And then if I could have patient's name and date of birth?
[CUSTOMER][NEUTRAL] That and then if I could have patient's name and date of birth. The patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And then what's the date of service?
[CUSTOMER][NEUTRAL] Thank you for that. And then what's the date of service?
[CUSTOMER][NEUTRAL] Sure, the date of service is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And to build them out?
[CUSTOMER][NEUTRAL] In the build out. The total amount is $792 even.
[AGENT][NEUTRAL] 792.
[CUSTOMER][NEUTRAL] 792. Yes, correct.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Thank you for your patience on that. So it looks like we did receive a claim for this on [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Thank you for your patience on that. Well it looks like we did receive a claim for this on [PII].
[AGENT][NEUTRAL] It looks like the claim was denied on [PII], just requesting an explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] It looks
[CUSTOMER][NEUTRAL] OK. May I know the claim number?
[AGENT][NEUTRAL] 358-518-3.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 358-518-3. So 358-518-3.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And may I know the mailing address to submit the primary UB?
[AGENT][NEUTRAL] It can be submitted via mail or fax. The mailing address is gonna be PO Box.
[CUSTOMER][NEUTRAL] It can be submitted via mail or fax. The mailing address is gonna be PO Box.
[AGENT][NEUTRAL] 248,950.
[CUSTOMER][NEUTRAL] 2,489,500.
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] That's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Zip code is [PII]. And what's the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. And primary filing limit to submit the primary UB.
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] OK. And uh may I know the call reference number for the call, for the call?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date.
[CUSTOMER][NEUTRAL] Call references my name with my last initial in today's date. My name is [PII], that's [PII] Last initial is [PII].
[AGENT][NEUTRAL] My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you so much and have a nice day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] You too bye bye bye.