AccountId: 011433970860
ContactId: 44b9b501-ab5a-41da-93cc-b19ad0ca9e2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226429 ms
Total Talk Time (AGENT): 60779 ms
Total Talk Time (CUSTOMER): 87973 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/44b9b501-ab5a-41da-93cc-b19ad0ca9e2f_20250102T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. Who am I speaking with?
[CUSTOMER][NEUTRAL] Yeah, hi, mister. My name is [PII] and I'm calling from provider's office looking for client status.
[AGENT][NEUTRAL] Absolutely I can help you with that, but first we're having phone issues. Can I get a callback number in case I lose you?
[CUSTOMER][NEUTRAL] Sure, callback number it's [PII], no extension.
[AGENT][POSITIVE] Perfect, I appreciate that and what is the uh policy number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1175581
[AGENT][NEUTRAL] OK, and the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, date of birth?
[CUSTOMER][NEUTRAL] Uh member's date of birth, it's [PII].
[AGENT][POSITIVE] Perfect and date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and how much is the claim for?
[CUSTOMER][NEUTRAL] It's $1470 even.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 6
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, we received that claim on [PII].
[AGENT][NEUTRAL] Processed and denied on [PII] as we're needing the primary EOB.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, it's needed for primary UV.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, could you describe me who is the primary member of primary payer for the member?
[AGENT][NEUTRAL] Uh, let me see if I have it. Give me one second.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We're showing United Healthcare as their primary.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] is primary members effective period for UC.
[AGENT][NEUTRAL] I do not have that information.
[CUSTOMER][NEUTRAL] OK, uh, do you have the policy number of UFC?
[AGENT][NEUTRAL] I do not.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh, may I have the effective period for APL?
[AGENT][NEUTRAL] Uh, our effective date is [PII].
[AGENT][NEUTRAL] Currently still active.
[CUSTOMER][NEUTRAL] And still active.
[CUSTOMER][NEUTRAL] OK, uh, may I have the claim number?
[AGENT][POSITIVE] Absolutely, give me one second to find it again.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 346 there it is OK 346 4689.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK thank you nice talking to you. Uh, could be, uh, sorry, can you repeat your name again?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][POSITIVE] OK thank you nice talking to you, [PII]. Have a great day. Thank you.
[AGENT][POSITIVE] You too, [PII] have a great rest of your day thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh, before that we have a call reference number.
[AGENT][NEUTRAL] Oh it's just my name.
[CUSTOMER][POSITIVE] OK, thank you so much bye bye.
[AGENT][POSITIVE] No problem have a good one bye bye.