AccountId: 011433970860
ContactId: 54229f3b-12c0-4d62-a55d-687a44e32f92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279239 ms
Total Talk Time (AGENT): 104334 ms
Total Talk Time (CUSTOMER): 83222 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/54229f3b-12c0-4d62-a55d-687a44e32f92_20250407T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII] calling from Apria Healthcare on a recorded line. Could you please help me with claim status?
[AGENT][NEUTRAL] Uh, sure, I can assist you with claim status. May I have the spelling of your name?
[CUSTOMER][NEUTRAL] Uh, sure. Uh, my name is [PII]. Last name initial is [PII].
[AGENT][NEUTRAL] OK. Thank you, Ms [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure, it is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, sure, it is 182299-997.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure, the member's first name is [PII], and the last name is [PII].
[AGENT][NEUTRAL] OK what's the date of birth?
[CUSTOMER][NEUTRAL] And the date of birth would be [PII].
[AGENT][NEUTRAL] Alright, thank you. And may I have the name of the facility you're calling from for my notation?
[CUSTOMER][NEUTRAL] Uh, it is Apriya Healthcare.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And may I have the date of service and the amount of the claim, Ms. [PII]?
[CUSTOMER][NEUTRAL] Uh, sure, it is [PII] and the total charge amount is 1630 dollars.50 cents.
[AGENT][NEUTRAL] OK, so that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me see if I can find this claim. For future, you can check claim status online through our website at [PII] and that's just optional. And bear with me just a minute. Let me go ahead and pull this um EOP for you, OK?
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK. All right. So it looks like we processed the claim on [PII] and the claim was denied. Um, let me get the denial reason, one moment.
[AGENT][NEUTRAL] Mhm. All right, the denial reason is that let's see.
[AGENT][NEUTRAL] Uh, we need the primary insurance EOB to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Oh, sure. Uh, may I know the fax number so that I can send me the primary UB?
[AGENT][NEUTRAL] Sure, that is, um, fax number is [PII].
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, just to confirm, it is [PII].
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Uh, thank you so much, ma'am. May I know the uh call reference number of this call and spelling of your name?
[AGENT][NEUTRAL] We don't have a reference numbers, so you can use my name in today's date. The spelling is [PII], last [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] Thank you so much ma'am. Have a good day.
[AGENT][POSITIVE] You as well and thank you for calling APO. Goodbye Mr.