AccountId: 011433970860
ContactId: 4b5c945e-45d1-4088-82e6-d610c4e0e8b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198440 ms
Total Talk Time (AGENT): 53518 ms
Total Talk Time (CUSTOMER): 89417 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/4b5c945e-45d1-4088-82e6-d610c4e0e8b9_20250423T12:24_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 [PII], this is [PII]. I am calling um for claim status on a patient, but I needed to know, is this, is this like supplemental insurance or?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It is, you said your name was [PII]?
[CUSTOMER][POSITIVE] Correct with the [PII]
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And do you have the policy number?
[CUSTOMER][NEUTRAL] It is um 021.
[CUSTOMER][NEUTRAL] 589-556.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII], um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yes, but I don't even think we sent it to primary yet, so you probably don't even have the claim status. I wanted to see if this was in the supplemental. I thought it was though.
[AGENT][NEUTRAL] OK, I can help you with that. It is the supplemental it uh coordinates with the primary insurance.
[CUSTOMER][NEUTRAL] OK, do you know when the uh this coverage went in effect?
[AGENT][NEUTRAL] It was effective [PII].
[CUSTOMER][NEUTRAL] To [PII] and it is it still in effect?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, um, if I could just get is there a fax number to send um.
[CUSTOMER][NEUTRAL] The primary EOB once it does finish processing or?
[AGENT][NEUTRAL] Yes, ma'am. Uh, it's [PII].
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I don't think this went to uh.
[CUSTOMER][NEUTRAL] Primary yet so I.
[CUSTOMER][NEUTRAL] I don't think you would have a status on it.
[CUSTOMER][NEUTRAL] I'm gonna give you the date just to be sure um it's [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] And that was for $222.
[AGENT][NEUTRAL] What's the procedure code?
[CUSTOMER][NEUTRAL] 93306.
[AGENT][NEUTRAL] We do have that one, but we're asking for the EOB.
[CUSTOMER][NEUTRAL] OK, OK, let me get with the primary. I don't know what's going on with that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] I'll get with primary.
[CUSTOMER][POSITIVE] Thank you so much for the information. What was your name again?
[AGENT][NEUTRAL] My name is [PII]. Is there anything else I can help you with?
[CUSTOMER][NEGATIVE] No thank you.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too goodbye.
[AGENT][NEUTRAL] Goodbye.
[CUSTOMER][NEUTRAL] Goodbye.