AccountId: 011433970860
ContactId: 568d6145-04f0-4222-9fb0-348f48a30b65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295299 ms
Total Talk Time (AGENT): 95130 ms
Total Talk Time (CUSTOMER): 85529 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/568d6145-04f0-4222-9fb0-348f48a30b65_20250415T21:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm looking for claim status.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on a claim. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, I do have.
[AGENT][NEUTRAL] OK, go ahead.
[CUSTOMER][NEUTRAL] Uh, yes, one moment.
[CUSTOMER][NEUTRAL] Yeah, thank you. The policy number I have here, 02408943.
[AGENT][NEUTRAL] I'm sorry, [PII], read that back one more time. 02.
[CUSTOMER][NEUTRAL] Yeah, 02408943.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] and direct line.
[AGENT][NEUTRAL] All right, thank you. Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient named [PII] and last name [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. And then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. Build them out.
[CUSTOMER][NEUTRAL] $1,316 even 1316.
[AGENT][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] So it looks like we did receive a claim for the state of service. claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim was denied on [PII], requesting the primary EOB.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, yeah, we submitted primary you'll be on [PII]. Have you received that?
[AGENT][NEUTRAL] Oh, what date was it? [PII]?
[CUSTOMER][NEUTRAL] [PII] of this year.
[AGENT][NEUTRAL] Mhm. Looks like we didn't receive the explanation of benefits, just the claim information because that was denied as a duplicate.
[AGENT][NEUTRAL] There was no EOB from the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, yeah. Can I have the, uh, I mean, sorry, mailing address to submit the primary?
[AGENT][NEUTRAL] It would be [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that's in [PII].
[CUSTOMER][NEUTRAL] Uh, could you please spell out that name?
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK.
[AGENT][NEUTRAL] And then the state is the same as the first word, [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. What is the timely filing? To submit this, uh,
[AGENT][NEGATIVE] To submit the OB there's no timely filing.
[CUSTOMER][NEUTRAL] T O B
[CUSTOMER][NEUTRAL] Thank you. Can I have the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial, then today's date. My name is [PII] Last initial [PII].
[AGENT][NEUTRAL] And uh today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for assisting me today.
[AGENT][POSITIVE] Not a problem. Have a good one.
[CUSTOMER][POSITIVE] Thank you