AccountId: 011433970860
ContactId: 5f1b23c5-010a-4076-bdde-04c7da699a39
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348399 ms
Total Talk Time (AGENT): 78290 ms
Total Talk Time (CUSTOMER): 126564 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/5f1b23c5-010a-4076-bdde-04c7da699a39_20250311T14:25_UTC.wav
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[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you doing today?
[AGENT][POSITIVE] I'm good thanks how are you?
[CUSTOMER][NEUTRAL] I am good. um I have a provider on the line calling to check claim status.
[AGENT][NEUTRAL] OK. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes, it is 156.
[CUSTOMER][NEUTRAL] 8759
[CUSTOMER][NEUTRAL] The patient is P4.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And he also verified her date of birth.
[AGENT][NEUTRAL] OK, and what's the name of the provider?
[CUSTOMER][NEUTRAL] Um let me spell out his name for you, um because I have no idea how to pronounce, I think it's [PII], last initial [PII]
[CUSTOMER][NEUTRAL] And his callback number is [PII].
[AGENT][NEUTRAL] OK, give me just one second here.
[CUSTOMER][NEUTRAL] All right.
[AGENT][POSITIVE] OK thanks I'm ready for him.
[CUSTOMER][POSITIVE] Alright, here he comes, thank you.
[AGENT][POSITIVE] Thank you for holding, this is [PII].
[CUSTOMER][NEUTRAL] Yeah, hi, [PII].
[AGENT][NEUTRAL] Uh, yes, you were checking a status, um.
[AGENT][NEUTRAL] On a, a medical claim?
[CUSTOMER][NEUTRAL] Yes. Um, uh, I am calling from provider office and I'm looking for medical claim status.
[AGENT][NEUTRAL] OK, so I can take a look at that for you and what was the date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service of this number is [PII].
[AGENT][POSITIVE] OK, thank you, bear with me just a moment.
[CUSTOMER][NEGATIVE] Oh sorry, uh just a lot.
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. The date of service is incorrect. The correct date of service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][POSITIVE] OK, thank you, bear with me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and can you please verify the name of the provider?
[CUSTOMER][NEUTRAL] Yeah, so the name is Hillcrest Hospital.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that we did receive a claim. It looks like the claim was received on [PII].
[AGENT][NEUTRAL] And we responded.
[CUSTOMER][NEUTRAL] Uh, just one moment, please.
[CUSTOMER][NEUTRAL] Just one moment I'm not ready for that. Just allow me one second. 1 moment. Yeah, now I'm ready. Go ahead.
[AGENT][NEUTRAL] The claim was processed on [PII].
[AGENT][NEUTRAL] Um, and it looks like it was processed and released on [PII], and it looks like we requested a copy of the detailed primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So you required primary EOB. So when did you receive the claim? Can you repeat again the date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[CUSTOMER][NEUTRAL] OK, can I have the claim number?
[AGENT][NEUTRAL] 347-7514.
[CUSTOMER][NEUTRAL] OK, so as I can see here, uh, he billed the claim as the primary, uh, to
[CUSTOMER][NEUTRAL] American public life. So, OK, I have, uh, here mention BCBS Oklahoma is a secondary, so I need to initiate bill the claim to BCS as the primary first. OK, got it. I got the information for this number. Thank you very much for the information. Can I have the date of, uh, can I have the call reference number for this call?
[AGENT][NEUTRAL] Um, sure, we don't have call reference numbers, but you're free to use my name and today's date.
[CUSTOMER][NEUTRAL] How do you spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, sorry. Thank you very much for the information. Bye-bye. Have a nice day.
[AGENT][NEUTRAL] Uh, sure, Mr. [PII], is there anything else I could do to help you today?
[CUSTOMER][POSITIVE] No, thank you very much.
[AGENT][POSITIVE] Thanks for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.
[AGENT][NEUTRAL] Bye.