AccountId: 011433970860
ContactId: 49ad1899-a3d4-41e0-951c-4fb4a71cad8d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256678 ms
Total Talk Time (AGENT): 61374 ms
Total Talk Time (CUSTOMER): 101317 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/49ad1899-a3d4-41e0-951c-4fb4a71cad8d_20250611T19:21_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, uh, this is [PII] and I'm calling on behalf of the provider Cleveland Clinic Foundation to check up on a claim.
[AGENT][NEUTRAL] OK. Happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 018.
[CUSTOMER][NEUTRAL] 949
[CUSTOMER][NEUTRAL] 31, M as in Mary.
[CUSTOMER][NEUTRAL] L as in Lima, and 8.
[AGENT][POSITIVE] Thank you. And can, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII] and the extension [PII].
[AGENT][NEUTRAL] Thank you. And then can I have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Day to service.
[CUSTOMER][NEUTRAL] It's [PII]. Yeah, it's
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the build out?
[CUSTOMER][NEUTRAL] $847 even.
[AGENT][NEUTRAL] This claim is received on [PII].
[AGENT][NEUTRAL] Claim was denied on [PII]. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Actually we send the explanation of benefits previously.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah, as for the last update on [PII], the claim was sent back for reprocess as you receive the primary UB.
[CUSTOMER][NEUTRAL] So could you please check the processing status of the claim?
[AGENT][NEGATIVE] I don't show that we've received anything additional. How was it sent?
[CUSTOMER][NEUTRAL] It was sent via mailing address.
[AGENT][NEUTRAL] What mailing address was this sent to?
[CUSTOMER][NEUTRAL] OK just a moment.
[CUSTOMER][NEUTRAL] Yeah, it was sent to [PII]. OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] That is the correct mailing address. I just do not show that we've received anything. It'll need to be resent.
[AGENT][NEUTRAL] You can fax it or send it electronically.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the fax number?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there any time limit for submitting the primary UB?
[AGENT][NEUTRAL] No, there is not.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][POSITIVE] Well, thanks a lot and could you please uh.
[CUSTOMER][POSITIVE] No, that's it and thanks a lot. Could you please spell out your good name for my documentation purpose, please?
[AGENT][NEUTRAL] My name is [PII], that is [PII]
[CUSTOMER][NEUTRAL] OK. And could you please generate the call reference number for the call, sir?
[AGENT][NEUTRAL] Call references my name or today's date?
[CUSTOMER][POSITIVE] OK. Well, thanks also, sir, for your kind help and assistance today. Have a wonderful day ahead. Take care and be safe.
[AGENT][NEUTRAL] You too. Bye-bye.