AccountId: 011433970860
ContactId: 47b05363-27bc-4bfe-9c80-eafac18af85f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297329 ms
Total Talk Time (AGENT): 108283 ms
Total Talk Time (CUSTOMER): 95484 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/47b05363-27bc-4bfe-9c80-eafac18af85f_20250606T14:54_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 provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I can check in a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] People
[CUSTOMER][NEUTRAL] Yes, uh, the callback number is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yeah, the policy number will be 025099909.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, the name will be [PII] will be the first name and the last name is [PII]
[AGENT][NEUTRAL] Thank you. Did you have that date of birth?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What was that build out please?
[CUSTOMER][NEUTRAL] $33,270.
[AGENT][NEUTRAL] OK, that was 33,270 correct?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, [PII], do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yeah, the tax ID will be [PII].
[AGENT][NEUTRAL] [PII] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] OK, the only claim that I have on file, uh, from this provider for the state of service June was for uh $32,058.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, one moment. I'm, I'm going to check it now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Um, yeah, I do have the same amount that is $32,058 and maybe.
[AGENT][NEUTRAL] Yes, that's what I've got OK so is this the correct claim then?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, alright, so yes, we did receive this claim, uh, we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Uh, OK, but, uh, may I have the received date of this claim?
[AGENT][NEUTRAL] Of course, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That received date was [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mm mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I have the claim number?
[AGENT][NEUTRAL] Yes, that is 3590.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] 493.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thanks for that. And in my system, uh, it, it is like we have already been sent the primary UB through fax.
[CUSTOMER][NEUTRAL] On um
[AGENT][NEUTRAL] OK, so the only other information I have June, yes, the only other information I have is, um, I am showing we received claim information on [PII], um, and that is currently being processed, so I'm able to view what it is until it completes processing. It can take about 7 to 10 business days for that information to complete processing.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thanks for that.
[CUSTOMER][NEUTRAL] Um, it takes nearly 7 to 10 days, right?
[AGENT][NEUTRAL] Yes, on average, it could be sooner, but that's, you know, yeah.
[CUSTOMER][POSITIVE] OK, thanks for that.
[CUSTOMER][NEUTRAL] OK. May I have the call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, thanks for that and have a good day.
[AGENT][POSITIVE] Of course thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Mhm.