AccountId: 011433970860
ContactId: 41d9413d-d2f4-4c22-b407-e468458aba29
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 310959 ms
Total Talk Time (AGENT): 75250 ms
Total Talk Time (CUSTOMER): 74396 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/41d9413d-d2f4-4c22-b407-e468458aba29_20250527T19:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to figure out why I claimed tonight.
[AGENT][NEUTRAL] OK. Are you with the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For yourself, OK. And what was your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] and it will be [PII].
[AGENT][NEUTRAL] OK, thank you, Charity. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do. It is uh.
[CUSTOMER][NEUTRAL] 0828763
[AGENT][NEUTRAL] No, I'm not able to pull up that policy number. Do you have the last name?
[CUSTOMER][NEUTRAL] Hold on, let me see if that is correct.
[CUSTOMER][NEUTRAL] Uh, was it 808-287-63?
[AGENT][NEUTRAL] Yeah, I'm not
[AGENT][NEUTRAL] Uh, do you have the last name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First name?
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] Do you have the first name?
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] You have the
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what city is she out of or uh state?
[CUSTOMER][NEUTRAL] Uh, she lives in
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have her birthday?
[CUSTOMER][NEUTRAL] Uh, her birthday is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Data service is 1120 24 bill $6,0031.
[AGENT][NEUTRAL] OK, looks like we received that claim on 113-25, process 11425.
[AGENT][NEUTRAL] Uh looks like the
[AGENT][NEGATIVE] Copy of the major medical explanation of benefits were not legible.
[AGENT][NEUTRAL] Um, if you can submit legible copies, we can reconsider the claim.
[CUSTOMER][NEUTRAL] OK, and where would I send it to?
[AGENT][NEUTRAL] Um, you can, you wanna fax it?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, fax number is 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK. And what do we have a timely filing on it or is no timely filing?
[AGENT][NEUTRAL] Uh, no timely filing limit. If you'll reference the claim number though, it is 355.
[AGENT][NEUTRAL] 1457.
[AGENT][NEUTRAL] And then the policy number.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] It's 182-8763.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][POSITIVE] OK dokey thank you so much for that. May I have a reference number from you please, Ms. [PII]?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name, [PII] as [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] That's all. Thank you so much. Hope you have a great beginning to your week.
[AGENT][POSITIVE] Thanks for calling APL. I hope you do too. Bye-bye.