AccountId: 011433970860
ContactId: 3fd51de8-2fe3-451b-8435-6ec62d838944
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156360 ms
Total Talk Time (AGENT): 54096 ms
Total Talk Time (CUSTOMER): 48543 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/3fd51de8-2fe3-451b-8435-6ec62d838944_20250604T14:56_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the facility office to check up on the claim status. How you doing, [PII].
[AGENT][NEUTRAL] Uh, fine. And I can verify claim status for you [PII]. And what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, the policy number has been?
[CUSTOMER][NEUTRAL] 02406232.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] direct line.
[AGENT][NEUTRAL] OK, thank you and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth has been [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's data has been [PII]. Charge amount has been $3790.35.
[AGENT][NEUTRAL] And what was the balance after primary?
[CUSTOMER][NEUTRAL] It's 1287.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Yeah, it's Center Point Medical Center.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Um, I'm showing that claim process is needing detailed primary EOB.
[CUSTOMER][NEUTRAL] OK. Do you have a fax number to submit the primary OB?
[AGENT][NEUTRAL] Sure. Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Attention.
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK. And the claim number has been 3589172, is that right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. And may I know the time limit?
[AGENT][NEUTRAL] There isn't one.
[CUSTOMER][NEUTRAL] OK. Do you want me to call reference number?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][NEUTRAL] It's [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yeah, OK. Have a wonderful day. Bye for now.
[AGENT][POSITIVE] You too, thanks for calling APL bye.