AccountId: 011433970860
ContactId: 46e714cf-8073-4f4a-b9bd-ef3be88c43d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377250 ms
Total Talk Time (AGENT): 125176 ms
Total Talk Time (CUSTOMER): 145840 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/46e714cf-8073-4f4a-b9bd-ef3be88c43d5_20250122T20:02_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi [PII]. My name is [PII] and I'm calling from provider office and this call may be recorded for quality and training purposes. I'm checking for claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, sir, and [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 141918.
[CUSTOMER][NEUTRAL] 2 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you, [PII], can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build out?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, it is [PII] with the bill amount of $905 even.
[AGENT][POSITIVE] OK, thank you. Give me just a second here.
[AGENT][NEUTRAL] OK, I have a claim number for you whenever you're ready.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It is 354.
[AGENT][NEUTRAL] 693 8.
[AGENT][NEUTRAL] And let's see.
[AGENT][NEUTRAL] It was received on [PII], processed the same day.
[AGENT][NEUTRAL] And it did not missing the primary insurance EOB.
[CUSTOMER][NEUTRAL] I just want to reconfirm the claim number is 3546938, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, and uh can you provide me the fax number so I can fax to the UB?
[AGENT][NEUTRAL] It is going to be [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] And attention to like a claim number?
[AGENT][NEUTRAL] Attention claims department and put the um claim number on there please.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just a second, let me note down this information. I have a few more claims. Just help me with them also, please.
[AGENT][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you help me with the call reference number for this claim?
[AGENT][NEUTRAL] It's gonna be my name, [PII].
[AGENT][NEUTRAL] With the first initial to my last name [PII], and today's date?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, OK, just a minute, let me pull up the next account number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Hold on a second. Oh shit.
[CUSTOMER][NEUTRAL] Here we go.
[CUSTOMER][NEUTRAL] Here we go, so the next member ID it's 02345074.
[AGENT][NEUTRAL] OK, insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth, it's [PII].
[AGENT][POSITIVE] OK, thank you and the date of service and build out?
[CUSTOMER][NEUTRAL] Yeah, the date of service it is [PII] bill amount is $500 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, I have a claim number for you.
[AGENT][NEUTRAL] It's 354-6934.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That claim was received [PII], processed the same day.
[AGENT][NEGATIVE] And it denied missing the primary insurance EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. I will fax it. OK. I just want to reconfirm the fax number. It's [PII], right?
[AGENT][POSITIVE] Yes, sir, that is correct.
[CUSTOMER][NEUTRAL] OK, let's move for the next one.
[AGENT][NEUTRAL] Give me just a second here.
[AGENT][NEUTRAL] OK. What's that policy number?
[CUSTOMER][NEUTRAL] Yeah, here the policy number it is um.
[CUSTOMER][NEUTRAL] 02477120.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Data service and build out.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of uh.
[CUSTOMER][NEUTRAL] $5,112 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I have a claim number for you 35495997.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That claim was received [PII], processed [PII], and it was denied missing the primary insurance EAB.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Can you please spell your name for me?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] [PII], all right, thank you so much. Have a great day. Stay safe and bye for now.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, thank you so much. Bye for now.
[AGENT][POSITIVE] OK, well, thanks for calling APL. You have a great day. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.