AccountId: 011433970860
ContactId: 4dcf56d9-3bcd-42c3-84d1-8764b9b282ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190139 ms
Total Talk Time (AGENT): 64279 ms
Total Talk Time (CUSTOMER): 62178 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/4dcf56d9-3bcd-42c3-84d1-8764b9b282ae_20250626T15:01_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] That is [PII] and it's a direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] That is 87723, sorry, your policy number is 023.
[CUSTOMER][NEUTRAL] 893-877.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] That is [PII] will amount $800 even.
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] That is going to be
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEGATIVE] OK, I'm showing we received the claim twice the first time it denied.
[AGENT][NEUTRAL] Because the maximum for that data service.
[AGENT][NEUTRAL] Um, was already paid to the facility.
[CUSTOMER][NEUTRAL] OK. But actually, the claim number 358508.
[AGENT][NEGATIVE] And the second time it should have denied as a
[CUSTOMER][NEUTRAL] OK. The claim number 35850899 for needing primary, right?
[AGENT][NEUTRAL] OK, that one, it should have been, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] That is in need for needing primary, right?
[AGENT][NEUTRAL] Right, that was a mistake because we had already received the claim and denied it correctly, um, so I guess you sent the claim again without the EOB.
[AGENT][NEUTRAL] And they asked for the EOB when really we didn't need the ELB because the original, oh I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] OK. We can submit primary of you.
[CUSTOMER][NEUTRAL] We can submit primary Airways for claim processing.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else I could assist you with today?
[CUSTOMER][NEUTRAL] Can I have the fax number?
[CUSTOMER][NEUTRAL] Can I have the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Thank you. Can you please spell your name and can I have the call reference for this?
[AGENT][NEUTRAL] Reference is just my name [PII] A. Last initial is [PII]. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] Just to make sure, [PII], right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you. That's all for today. Bye. Great day take care. The timely finding limit to 7 primary A is 365 days from us.
[AGENT][NEGATIVE] Um, there's no timely filing.
[CUSTOMER][POSITIVE] No family for. OK, thank you. Bye, great day.
[AGENT][POSITIVE] Thank you for calling