AccountId: 011433970860
ContactId: 514eb24a-7b7c-4285-a7f7-e5acc9b215a1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 258910 ms
Total Talk Time (AGENT): 93921 ms
Total Talk Time (CUSTOMER): 94856 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/514eb24a-7b7c-4285-a7f7-e5acc9b215a1_20250516T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling on behalf of the provider's office to check on the general claim status, and could you please help me with that?
[AGENT][NEUTRAL] Sure, I can help you with claim status. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it is [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01791893M as in Mary L as in Lima 8.
[AGENT][POSITIVE] OK, thank you so much. Give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure. The name of the patient is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK, one moment. Thank you for verifying that.
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] Yes, it was on [PII].
[CUSTOMER][NEUTRAL] Well yeah I'm like.
[AGENT][NEUTRAL] OK, one moment while I look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] That was $39,176 even.
[AGENT][NEUTRAL] 39,179.
[CUSTOMER][NEUTRAL] No, $76 even.
[AGENT][POSITIVE] Oh, OK. OK, thank you so much.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] Would you like me to give you the claim number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It's 349.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 0315.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Could you please provide me the general claims status? All right.
[AGENT][NEUTRAL] It looks like we received that claim on [PII] and it was processed on the same day, [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] That claim was denied.
[AGENT][NEUTRAL] Um, it looks like we need you to please provide copies of the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] Thank you so much for that information. Could you please provide me the um mailing address to share the primary UB?
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Or the fax number.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 89
[AGENT][NEUTRAL] 50.
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Mhm mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Got it. Thank you so much, and we shall send the primary UB within the given time and uh uh could you please provide me the call reference number?
[AGENT][NEUTRAL] We don't have a call reference number, but you can use my name and last initial. So [PII], and then today's date.
[CUSTOMER][NEUTRAL] You know
[CUSTOMER][POSITIVE] All right, thank you so much and you have a great day.
[AGENT][POSITIVE] Is there anything else? Alright, thank you so much for calling APL and have a great day.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Bye.