AccountId: 011433970860
ContactId: 4345c504-3ee2-4ce8-9b71-aa9e71d0bc5f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 352690 ms
Total Talk Time (AGENT): 90687 ms
Total Talk Time (CUSTOMER): 134571 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/4345c504-3ee2-4ce8-9b71-aa9e71d0bc5f_20250603T19:20_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling, calling from provider's office to check on a claim status. How are you doing today?
[AGENT][POSITIVE] I'm good. I'd be happy to assist with claim status today, [PII], and if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, the callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] number is 1322816.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim was denied because there was no active coverage at the time of service.
[CUSTOMER][NEUTRAL] May I know the coverage uh termination date?
[AGENT][NEUTRAL] Coverage termed on [PII].
[CUSTOMER][NEUTRAL] Coverage on
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] So the [PII] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] Claim number is 356-483-2.
[CUSTOMER][NEUTRAL] Number is 35
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] So, OK. Could you please send me the copy of your bill to the fax?
[AGENT][NEUTRAL] And what's the fax number?
[CUSTOMER][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] And to who's attention?
[CUSTOMER][NEUTRAL] That to do [PII] my name.
[AGENT][NEUTRAL] OK, you should receive that fax within the next 15 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] I have another claim also. Could you please help me with that?
[AGENT][NEUTRAL] Is it the same patient or different patient?
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] A different patient.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Uh, sorry, before that, could you please provide me the call reference ID for this claim?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] References my name [PII] initials.
[CUSTOMER][NEUTRAL] Was there anything else I can assist
[AGENT][NEUTRAL] I'm sorry, what's the policy number for the second, um, claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] second
[CUSTOMER][NEUTRAL] OK. The policy number is 100479079.
[AGENT][NEUTRAL] Patient, I'm sorry, you said 100.
[CUSTOMER][NEUTRAL] 100479079
[AGENT][NEUTRAL] OK, that's not one of our policy numbers.
[CUSTOMER][NEUTRAL] Could you please
[CUSTOMER][NEUTRAL] Check with the can I provide another uh member ID for the another patient?
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, it's 02292670.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Data services [PII] and the bill amount is $182 even.
[AGENT][NEUTRAL] Thank you for that. I do show we received the claim twice the first time the claim denied because it was not covered by the primary and the second time it denied as a duplicate.
[CUSTOMER][NEGATIVE] First time it was denied as not covered by primary.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] What cover this primary, sure.
[CUSTOMER][NEUTRAL] Alright, OK, may I know the urgent claim number?
[AGENT][NEUTRAL] Original claim number is 353-3890.
[CUSTOMER][NEUTRAL] Original claim number is 333,890.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Could you please send me the copy of your bill to the fax?
[AGENT][NEUTRAL] And that fax?
[CUSTOMER][NEUTRAL] Uh, the same fact, uh, should I repeat it again.
[AGENT][POSITIVE] Yes please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 2016273671 yeah it's.
[AGENT][NEUTRAL] 273-671? OK.
[AGENT][POSITIVE] Alright, you should get that one, within 15 minutes as well. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK, may I know the call reference ID for this claim?
[AGENT][NEUTRAL] It's the same my name and today's date and time.
[CUSTOMER][NEUTRAL] It's the same. My name is. So.
[CUSTOMER][POSITIVE] Sure. Thank you, [PII], for your time and assistance. I wish you have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you for calling APO.