AccountId: 011433970860
ContactId: 552d53b4-675a-4149-97a6-66149cfb2b5e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 329429 ms
Total Talk Time (AGENT): 116251 ms
Total Talk Time (CUSTOMER): 94571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/552d53b4-675a-4149-97a6-66149cfb2b5e_20250530T14:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Viking Anesthesia Services. I just need to check on a claim status.
[AGENT][NEUTRAL] OK, I can check on that claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, I do. It is 02006178.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] She is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and uh what was the date of service for this time?
[CUSTOMER][NEUTRAL] It is [PII] for $4530 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Uh, [PII], do you have the tax ID for this provider?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], it looks like we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. So when it was received?
[AGENT][NEUTRAL] Uh, one moment, let me get that.
[AGENT][NEUTRAL] OK, this claim was received [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it denied for primary UP, right?
[AGENT][NEUTRAL] Missing the primary EOB, yes.
[CUSTOMER][NEUTRAL] And do you have a claim number?
[AGENT][NEUTRAL] Yes, that is 3589.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 758.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much, sir. And may I know the mailing address or fax number to send out the primary OB?
[AGENT][NEUTRAL] Absolutely our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][POSITIVE] Thank you so much, sir. And do you have fax number?
[AGENT][NEUTRAL] Fax number is 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And what will be the attention?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][POSITIVE] Thank you so much for that information. And could you spell your name?
[AGENT][NEUTRAL] Sure it's [PII] was there anything else I could help you with?
[CUSTOMER][NEUTRAL] I do have one more claim for the same member for the same data service.
[CUSTOMER][NEUTRAL] And that charge amount, it is $985.98.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That was $985.98?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, uh, so this claim looks like it's the same denial reason, uh, we're missing a copy of that primary EOB.
[CUSTOMER][NEUTRAL] OK, when it was received and processed?
[AGENT][NEUTRAL] Let me get that.
[CUSTOMER][NEUTRAL] they
[AGENT][NEUTRAL] Uh, so this claim was also received [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] That is 35897557.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][POSITIVE] Thank you so much and that's all I need to verify. Do we have a call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] Thank you so much, [PII], and have a great day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thanks for calling APL. You too, bye bye.
[CUSTOMER][NEUTRAL] Bye.