AccountId: 011433970860
ContactId: 4bfbc0c0-5e1e-4571-a44a-d4925162de6f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 355589 ms
Total Talk Time (AGENT): 119052 ms
Total Talk Time (CUSTOMER): 89957 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/4bfbc0c0-5e1e-4571-a44a-d4925162de6f_20250514T22:59_UTC.wav
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[AGENT][POSITIVE] Thank you for calling.
[AGENT][POSITIVE] Yeah, how can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of the office to check on a client status are you doing today?
[AGENT][NEUTRAL] I'm doing alright how are you?
[CUSTOMER][POSITIVE] I'm doing great. Thank you for asking. And can you please spell your name for me?
[AGENT][NEUTRAL] Sure, it's [PII] uh would you mind spelling your name for me as well?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you, and I can definitely check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK. And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and there is no extension.
[AGENT][NEUTRAL] Thank you. Do you have that policy number?
[CUSTOMER][NEUTRAL] OK. It's 02448923 ML 7.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] OK, this is [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was that billed amount, please?
[CUSTOMER][NEUTRAL] OK. And the amount is uh one minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, that's $4,326 even.
[AGENT][NEUTRAL] 4,326.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and again I'm sorry, that was for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] OK, so [PII], we did receive the claim. Uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. Uh, but I'm checking here we already submitted. Could you please verify that?
[AGENT][NEGATIVE] I am not showing that we have received that.
[CUSTOMER][NEUTRAL] It is received or not?
[AGENT][NEGATIVE] No, we have not received the primary EOB.
[CUSTOMER][NEUTRAL] OK. And could you please provide me the receipt date of the claim and the date of the claim?
[AGENT][NEUTRAL] Yes, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK. And could you please provide me the uh
[CUSTOMER][NEUTRAL] My fax number or the mailing address to send the client?
[CUSTOMER][NEUTRAL] Sorry, uh, send the primary?
[AGENT][POSITIVE] Absolutely, um, let me know when you're ready. I'll give you that information.
[AGENT][NEUTRAL] Yes, let me know when you're ready.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Are you ready for that information?
[AGENT][NEUTRAL] Are you ready for that information?
[CUSTOMER][NEUTRAL] OK. Could you please provide me the detail?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And there is any fax number?
[AGENT][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, thank you. And there is any time filing limit to submit the primary UV.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you please provide me the call reference number?
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date and so my name is spelled [PII]
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] OK, then thank you for your time and assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Of course thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] OK.