AccountId: 011433970860
ContactId: 4ae4f400-910f-495d-846f-52fed9fbe084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171860 ms
Total Talk Time (AGENT): 63993 ms
Total Talk Time (CUSTOMER): 66190 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/4ae4f400-910f-495d-846f-52fed9fbe084_20250523T22:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, it's 02560523.
[AGENT][NEUTRAL] Can I get a phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, the patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What's the last name? Did you say [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and you said that you're checking the claim status?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can you provide the data service and the bill amount?
[CUSTOMER][NEUTRAL] Yes, for the date of service is [PII]. Total charge amount is $7,893 and even.
[AGENT][NEUTRAL] 7,893.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Pa
[AGENT][NEUTRAL] All right, this claim was received um [PII] and processed on the [PII]. Um we denied it for a copy of the major medical explanation of benefits.
[CUSTOMER][NEUTRAL] The primary.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Explanation of benefits, right?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. How we need to send this?
[AGENT][NEUTRAL] You can mail it, fax it or submit it electronically.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][NEUTRAL] Uh, sorry for that. Uh, that's one of them. It's [PII].
[CUSTOMER][NEUTRAL] 365. And after that, it's 9.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][POSITIVE] Thank you. What's the time you're finding for this?
[AGENT][NEGATIVE] There's no timely filing to submit the EOB.
[CUSTOMER][NEUTRAL] Thank you. And uh claim number?
[AGENT][NEUTRAL] The claim number is 356-711-4.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And [PII], you can also check your status online at [PII], and did you have any other questions?
[CUSTOMER][NEUTRAL] Uh, no. Can I get the call reference?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] And uh thank you for providing all of this information. Have a nice day. Bye-bye.