AccountId: 011433970860
ContactId: 4b5443e9-ba8f-49e9-984a-7fc8b242b893
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 398820 ms
Total Talk Time (AGENT): 70536 ms
Total Talk Time (CUSTOMER): 129641 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/4b5443e9-ba8f-49e9-984a-7fc8b242b893_20250319T12:58_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling for providers network to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], do you have a callback number?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, I'm sorry. It is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy ID it is 01723392 M as in Mike, L as in Lima.
[AGENT][NEUTRAL] Thank you, [PII], hold on one moment please.
[CUSTOMER][POSITIVE] Sure, please take your time.
[AGENT][NEUTRAL] What was that patient's name?
[CUSTOMER][NEUTRAL] Sure. The patient name is for [PII] for the date of birth. It is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][POSITIVE] Mhm, yes, you're right.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Yeah, it is for [PII]. And for the bill amount, it is $3,344 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] No problem, please take your time.
[AGENT][NEUTRAL] We did get that claim in we are needing the um primary explanation of benefit.
[CUSTOMER][NEUTRAL] OK. And may I know when you have received that submission, please?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] We received it 1014 24.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed 10:17.
[CUSTOMER][POSITIVE] Thank you so much for that. Uh, so, however, I can see we have already submitted the submission with the primary EOB and that was on March.
[CUSTOMER][NEUTRAL] One moment. Yeah. It was on [PII]. I'm [PII], and it was sent to the mail, mailing address. May I provide you that?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. It is [PII].
[CUSTOMER][NEUTRAL] OK ma'am uh [PII], I'm sorry, [PII].
[AGENT][NEUTRAL] OK, we did not receive it. I'm not sure why we did not get it, but we do not have it. Would you like to fax it over?
[CUSTOMER][NEUTRAL] Uh, otherwise, should we wait? It was just sent, uh, that was on [PII]. Sorry for that.
[AGENT][NEGATIVE] We have not received it.
[CUSTOMER][NEUTRAL] OK. Uh, may I know the normal processing time? How many days will it take to be sent through mail?
[AGENT][NEUTRAL] At least 5 business days.
[CUSTOMER][NEUTRAL] OK. Uh, after receiving the claim, may I know how many days it will take to process?
[AGENT][NEUTRAL] Like I just told you, it would be 5 business days.
[CUSTOMER][POSITIVE] OK. Thank you so much for that.
[CUSTOMER][NEUTRAL] Uh, and may I have the claim number, please?
[AGENT][NEUTRAL] 351.
[AGENT][NEUTRAL] 8264.
[CUSTOMER][NEUTRAL] And uh may I have the call reference also, please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Mhm. Thank you so much for that. Could you just spell your name for me, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][POSITIVE] In that case, just give me a moment. I'm really sorry for that.
[CUSTOMER][NEUTRAL] And I do have 3 more claims with me. Is that possible? Can you assist with those also, please?
[AGENT][POSITIVE] I can help you with 2 more.
[CUSTOMER][POSITIVE] Oh, that's great to hear. Thank you so much. One moment.
[AGENT][NEUTRAL] Hold on just a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the next one?
[CUSTOMER][NEUTRAL] Yes, uh, next, the policy ID is.