AccountId: 011433970860
ContactId: 54460fd4-6cab-405a-9909-c6519d86990e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211919 ms
Total Talk Time (AGENT): 72273 ms
Total Talk Time (CUSTOMER): 95558 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/54460fd4-6cab-405a-9909-c6519d86990e_20250501T20:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII], and I'm calling on behalf of provider's office to take on a general claim status, and could you please help me with that?
[AGENT][NEUTRAL] Um, sure, I can assist you with client status. Um, first, I'll need your name again and a good callback number.
[CUSTOMER][NEUTRAL] My name is [PII]. That is [PII]. And the callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure, the policy number is 02174678 M as in Mary L as in Lima 7.
[AGENT][NEUTRAL] Thank you, [PII]. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient's name is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you. And what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] Sure. The date of service is on [PII] and the total bill amount was $15,225 even.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The the claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 354-7310.
[AGENT][NEUTRAL] And this claim is denying because we need the EOB from the primary insurance company.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right, and could you please provide me the mailing address to submit the uh primary EOB?
[AGENT][NEUTRAL] Um, yes, the mailing address is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] And the zip code is [PII].
[CUSTOMER][NEUTRAL] All right. Um, actually, uh, on, uh, checking our, uh, previous documents that we have already submitted the, uh, primary. Could you please check whether, uh, it is received or not. We have submitted it on, um.
[CUSTOMER][NEUTRAL] [PII]. Could you please check whether you have you received it or not?
[AGENT][NEUTRAL] Um, yes, ma'am. I checked and we have not received it yet.
[CUSTOMER][POSITIVE] All right, so we shall send that again. Thank you so much for the information and could you please provide me the call reference number?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for your assistance and you have a great day. Thank you.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.