AccountId: 011433970860
ContactId: 4565ac0c-11f1-48f7-87db-ba375cbc49c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357369 ms
Total Talk Time (AGENT): 121795 ms
Total Talk Time (CUSTOMER): 91375 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/4565ac0c-11f1-48f7-87db-ba375cbc49c7_20250210T19:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Tra office. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it for you?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Can you spell out your name for me, please?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][POSITIVE] Thank you, sir.
[AGENT][POSITIVE] Mhm. How can I help today?
[CUSTOMER][NEUTRAL] Claim status.
[AGENT][POSITIVE] OK. Happy to check on a claim for you. What's the patient's policy number, please?
[CUSTOMER][NEUTRAL] 02493169
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII], with total charge $500 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Thank you for your patience on that. So the claim was received on [PII]. Claim was denied [PII]. We need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] OK. Can you provide me the claim number?
[AGENT][NEUTRAL] Claim number is 3554203.
[CUSTOMER][NEUTRAL] OK. Uh, actually, I have one more claim with same member, which is for
[CUSTOMER][NEUTRAL] I'm just
[CUSTOMER][NEUTRAL] Same date of service.
[CUSTOMER][NEUTRAL] Uh, with the different bill amount. The amount is $669.63 even.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, so this claim was received as well. Uh, looks like received date was the same [PII]. This claim was also denied requesting the primary EOB process date is the same.
[CUSTOMER][NEUTRAL] OK. Can you confirm the claim number for this one?
[AGENT][NEUTRAL] Uh, claim number for this is 3554257.
[CUSTOMER][NEUTRAL] OK. Thank you so much. Can you provide me the call reference number for this claim? Actually, I have one more claim with different member.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, different policy?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] What's the policy number for that one?
[CUSTOMER][NEUTRAL] 01769883
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Yeah, sure. Date of services.
[CUSTOMER][NEUTRAL] [PII], with total charge $500 even.
[AGENT][NEUTRAL] This claim was received on [PII].
[AGENT][NEGATIVE] It was denied we need the primary EOB.
[AGENT][NEUTRAL] Claim was processed on [PII].
[AGENT][NEUTRAL] And the claim number for this?
[AGENT][NEUTRAL] It's going to be 355-4245.
[CUSTOMER][NEUTRAL] 355
[AGENT][NEUTRAL] 424 5.
[CUSTOMER][NEUTRAL] Of the
[CUSTOMER][POSITIVE] Thank you so much. Can you provide me the card reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name again is [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, sir. Uh.
[AGENT][POSITIVE] You're welcome. Anything else? You too.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Uh no, thank you so much.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Bye.