AccountId: 011433970860
ContactId: 425f8a0d-4d1a-4740-96fb-48c3cbfddc7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219309 ms
Total Talk Time (AGENT): 76598 ms
Total Talk Time (CUSTOMER): 68690 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/425f8a0d-4d1a-4740-96fb-48c3cbfddc7d_20250114T16:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of provider offers checking up on the denial reason on a claim. Initial of my last name is [PII].
[AGENT][POSITIVE] OK, I can help you with that and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number?
[CUSTOMER][NEUTRAL] 2107256
[AGENT][NEUTRAL] All right, thank you and verify the name and date of birth.
[CUSTOMER][NEUTRAL] Name of the member is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thanks [PII] and you're calling in regards to uh claim denial?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have that claim number?
[CUSTOMER][NEUTRAL] Yes, I do have it is 3491067.
[CUSTOMER][NEUTRAL] 6.
[AGENT][NEUTRAL] OK, bear with me just a moment.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, I show that that claim denied as a duplicate.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, the previous claim.
[AGENT][NEUTRAL] Was processed and paid a total benefit of $250.
[CUSTOMER][NEUTRAL] Uh, do you have the claim number?
[AGENT][NEUTRAL] That claim number is 3159919.
[CUSTOMER][NEUTRAL] And when did uh you receive this claim and processed?
[AGENT][NEUTRAL] That claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK, and can you please fax me the UB?
[AGENT][NEUTRAL] Sure, what's the fax number?
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what attention [PII] be OK?
[CUSTOMER][NEUTRAL] Uh yes, attention to my name, [PII].
[AGENT][NEUTRAL] Alright, I'll send that EOB. It's also available for download online at [PII]. Is there anything else I can help you with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, that's all. And what will be the turnaround time to receive the COB?
[AGENT][NEUTRAL] Uh, you should receive it in any moment depending on how busy the facts are, um, but that'll be any moment now. I'm in the process of sending it.
[CUSTOMER][NEUTRAL] OK. Uh, this is the case, that's all from my end. Just provide me the call reference number and we are good to go.
[AGENT][NEUTRAL] Use my name in today's date. That's [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. That's all from my end. So bye-bye. Take care. Have a good day.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.