AccountId: 011433970860
ContactId: 479d41a2-5935-4e50-82c5-9b4d1bdf4e07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162770 ms
Total Talk Time (AGENT): 43192 ms
Total Talk Time (CUSTOMER): 72654 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/479d41a2-5935-4e50-82c5-9b4d1bdf4e07_20250522T16:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, sir. I'm [PII] here calling from the provider office. How are you doing today, [PII]?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] I'm also fine, thank you for asking and [PII], I just want to know what is the first initials to your last name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, uh, sir, I have a claim and I need your assistance.
[AGENT][POSITIVE] Happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number which I have, it is uh 259-715-9.
[CUSTOMER][NEUTRAL] I tell you that.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] date of birth [PII].
[CUSTOMER][NEUTRAL] The.
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] Fill them out.
[CUSTOMER][NEUTRAL] $4500.
[AGENT][NEUTRAL] Thank you for patiently waiting so we did receive a claim for the state of service claim was denied needing the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, and uh when you guys did receive this claim?
[AGENT][NEUTRAL] Claim was received on [PII].
[CUSTOMER][NEUTRAL] And when it was denied?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] stating that uh they need primary EOB.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To process, to process this claim, right? And can you please tell me who is primary?
[AGENT][NEUTRAL] We don't have that information. You would need to check with the insured.
[CUSTOMER][NEUTRAL] Uh, ma'am, we don't know who is primary.
[AGENT][NEUTRAL] No, you would need to check with the insured.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Claim number
[AGENT][NEUTRAL] 3,592,300.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Call reference
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][NEUTRAL] Bye bye.