AccountId: 011433970860
ContactId: 47d8cfec-3f3f-4b82-b3a3-fe3f9252a56f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196100 ms
Total Talk Time (AGENT): 63561 ms
Total Talk Time (CUSTOMER): 83076 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/47d8cfec-3f3f-4b82-b3a3-fe3f9252a56f_20250618T15:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name's [PII]. I'm with the provider's office in [PII]. I have a question on a claim for a patient of ours.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 02450139.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And yes, ma'am. What's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Uh, first one I have is [PII] for $398.
[AGENT][NEUTRAL] OK, that's.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that this claim is denied because we need the EOB from the primary insurance company. So the claim can be resubmitted with that um documentation. There is no timely filing limit.
[AGENT][NEUTRAL] And I have the claim number here.
[CUSTOMER][NEUTRAL] OK, and do you know?
[CUSTOMER][NEUTRAL] Do you know what insurance you guys are listing as primary for the patient?
[AGENT][NEUTRAL] Um, no, ma'am. We don't keep that information on file. Um, we don't have that information until we receive the EOB from the provider, the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alrighty and so um are you, are you, are you just a secondary insurance? I'm trying to figure out exactly what you are.
[AGENT][NEUTRAL] Yes, ma'am. We're secondary gap insurance.
[CUSTOMER][NEUTRAL] What's the
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Yeah, I've got another insurance listed for the member that never got filed, so I'm gonna go ahead and send it to them but I just wanted to verify what kind of insurance you were right, I didn't catch your name.
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Other than a call reference.
[AGENT][NEUTRAL] Um, you can use my name and today's date for the call reference number.
[CUSTOMER][POSITIVE] All right, thank you very much for your help.
[AGENT][POSITIVE] OK. Thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you