AccountId: 011433970860
ContactId: 513e7a8b-987c-42cb-b6b0-708eb27d8e0a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331200 ms
Total Talk Time (AGENT): 102788 ms
Total Talk Time (CUSTOMER): 113636 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/513e7a8b-987c-42cb-b6b0-708eb27d8e0a_20250513T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII]. I'm calling from medical provider's office and I would like to check on claim status. Could you help me with that?
[AGENT][NEUTRAL] Yes ma'am, I can help you with claim status. May I please get your call back number and the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Yes. Uh, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII], no extension. And I'm calling from [PII].
[AGENT][POSITIVE] OK, thank you very much. I appreciate you giving me that information, Miss [PII]. Can I please get the member's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes. First name [PII]. Last name [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth, [PII]. Policy ID 02144720.
[AGENT][NEUTRAL] OK, let me look up [PII]'s policy real quick.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, date of service, [PII] and bill amount is $100 even.
[AGENT][NEUTRAL] OK, and what were the charges after the primary paid?
[CUSTOMER][NEGATIVE] Uh, so the primary did not pay because this was a treatment, no transportation service.
[AGENT][NEUTRAL] OK. All right. I'm gonna put you on a quick hold, Ms. [PII], while I look up this claim for us and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] Mhm. And just a quick, um, quick tip for this one, this was sent, uh, through fax number.
[AGENT][NEUTRAL] OK. All right. Thank you for that information. It's gonna be a brief hold while I look this up and I'll be right back with you, OK?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][POSITIVE] OK, thank you. Take your time.
[AGENT][POSITIVE] Thank you, Miss [PII]
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, Ms. [PII]. I have the claim information for you. The claim number is 3573342.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it has a remark on there that we're needing the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm. OK. And um, can we submit it to this, uh, submit this to the same fax number that we submitted the claim?
[AGENT][NEUTRAL] Yes ma'am you can and would you like for me to verify that for you?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] It's 1877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Thank you. And just a quick question. Uh, should we add attention to claims and the claim number?
[AGENT][POSITIVE] Yes ma'am, that would be helpful and if you could put the policy number on there too that would also be helpful.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] OK, will do. OK. Thank you. So we're gonna send the primary insurance EOB. That would be all for today. Thank you so much for your help. All I need right now is the reference number for this call, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name [PII] in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And we thank you very much for calling APL.
[CUSTOMER][POSITIVE] Great. Thank you. Say that again?
[AGENT][NEUTRAL] Yes, it's um my name is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Mhm. Thank you so much for your help. Have a wonderful day and a wonderful week. Stay safe. Bye-bye.
[AGENT][POSITIVE] You too, Miss [PII]. Thank you for calling APO. You take care bye bye.
[CUSTOMER][NEUTRAL] Mhm.