AccountId: 011433970860
ContactId: 556b59f9-f9ac-40bf-8e66-ecd1cbf9d762
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 255009 ms
Total Talk Time (AGENT): 90428 ms
Total Talk Time (CUSTOMER): 90201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/556b59f9-f9ac-40bf-8e66-ecd1cbf9d762_20250506T21:04_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider office to check the claim status.
[AGENT][POSITIVE] OK, I can check on a claim for you. I'm so sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII] spelled as [PII], initial of last name is [PII].
[AGENT][NEUTRAL] OK, nor can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] OK. It is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it is 024489.
[CUSTOMER][NEUTRAL] 23 M as in Mike. L as in Lima 7.
[AGENT][NEUTRAL] Got it. And what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yeah, the member's first name, it is spelled as [PII] and the last name spelled as [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, the date of service is, sorry, [PII] and the bill amount is $4,326 even.
[AGENT][NEUTRAL] OK, that was [PII] for $4,326 is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Got it. One moment please. Thank you.
[AGENT][NEUTRAL] OK, so we did receive this claim, nor we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, so how can we send the primary Visa fax number?
[AGENT][NEUTRAL] There is a fax number uh I can give that to you whenever you're ready.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, thank you so much. Can I, so do we need to attach the UB zero form with this primary UB?
[AGENT][NEUTRAL] We do need the primary EOB um you don't need to attach anything that should be fine. We do have the original claim.
[CUSTOMER][POSITIVE] OK. Thank you so much. Can you please help me with the received it and process it?
[AGENT][NEUTRAL] Yes, uh, one moment.
[AGENT][NEUTRAL] So this claim was received [PII].
[AGENT][NEUTRAL] And it did process uh [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for this information. I do have one more claim on file. Can you please help me with the second one?
[AGENT][NEUTRAL] Is this for the same number?
[CUSTOMER][POSITIVE] No, thank you so much as I can check, there is no more claim. So thank you so much for this information. At last I just require the claim number and the reference number for this call.
[AGENT][NEUTRAL] Of course, uh, that claim number is 356-8817.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK, it is 356.
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Please confirm the claim. 356-881 8817.
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] Yeah. OK. And the reference number?
[AGENT][NEUTRAL] That would be my first name, last initial, and today's date and so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you so much for this information. That's it from my side. Have a nice day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yes, thanks for calling APL you too bye bye.