AccountId: 011433970860
ContactId: 5b73e4d4-18c0-4801-8436-47363ac0efa4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168039 ms
Total Talk Time (AGENT): 61397 ms
Total Talk Time (CUSTOMER): 95760 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/5b73e4d4-18c0-4801-8436-47363ac0efa4_20250515T15:37_UTC.wav
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[CUSTOMER][NEUTRAL] Mhm OK yeah so.
[AGENT][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, this is [PII], and I'm calling from Doctor [PII]'s in [PII], and I am mailing, um, you all would be the secondary for patients insurance, and I am trying to mail the claim with an EOB and I mailed it to the [PII] and it came back.
[CUSTOMER][NEUTRAL] So is there another address or?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, that's incorrect. Um, [PII], do you start spell your name with an [PII] or [PII]?
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Oh, and do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do it's 00613422.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] Is this a dental claim or a medical?
[CUSTOMER][NEUTRAL] A dental.
[AGENT][NEUTRAL] OK, so the claim's mailing address is [PII].
[CUSTOMER][NEUTRAL] And I can print you. I can put it in the mail to you or.
[AGENT][NEUTRAL] PO [PII].
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] They are
[AGENT][NEUTRAL] 950.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] State is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um, so, um, is there any way I can make a copy of the EOB attach it? Do y'all take claims like that or does it need to be mailed?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] So you can't submit it electronically because you have the ELB but you can fax it if you would like.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, I may do that then because this is that it's since March and April, so alrighty I'm ready.
[AGENT][NEUTRAL] That number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, the claims fax number?
[AGENT][NEUTRAL] It's 877.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] That's the
[AGENT][NEUTRAL] 942-3, make it to the attention of claims.
[CUSTOMER][POSITIVE] OK, so [PII] attention claims. Alrighty, I may do that then thank you so much.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] All right. Anything else, [PII], I can help out with today?
[CUSTOMER][NEUTRAL] Uh, that would be it.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks you too then bye bye.
[AGENT][NEUTRAL] Bye bye.