AccountId: 011433970860
ContactId: 5fb91802-6e70-4c50-9b35-497358e67565
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140070 ms
Total Talk Time (AGENT): 41008 ms
Total Talk Time (CUSTOMER): 59891 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/5fb91802-6e70-4c50-9b35-497358e67565_20250507T19:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, my name is [PII]. I'm calling from Cariolex Therapy. I was calling to check on a claim.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] I do. It's 0, I think I hope this is it, 02212155 M like Mary 18.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] $280.
[AGENT][NEUTRAL] Uh, looks like we were needing a primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, and that wasn't attached to the claim?
[AGENT][NEUTRAL] Uh, no, we just received the actual claim.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Just a claim, OK, so you need the EOB. OK, so when we, we submit that, do we just send the EOB and reference the claim number, or do we have to send the whole claim form and the EOB?
[AGENT][NEUTRAL] You can just send the uh EOB.
[CUSTOMER][NEUTRAL] OK, and do you have the claim number I could attach that to?
[AGENT][NEUTRAL] Uh, sure. It's 358-6301.
[CUSTOMER][NEUTRAL] OK, and then do you take faxes or only by mail?
[AGENT][NEUTRAL] Uh yes, you can fax it. Our fax is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 3 OK.
[CUSTOMER][NEUTRAL] All right, and do you mind checking one other date for me?
[AGENT][NEUTRAL] Uh, is it for the same patient?
[CUSTOMER][NEUTRAL] It is
[AGENT][NEUTRAL] Um, this is the only date I have on file, that [PII]. Yeah, yeah.
[CUSTOMER][NEUTRAL] It's the only one you have? OK, all right, the other ones we sent only like a week ago, so I'm thinking they're maybe not there yet, OK.
[CUSTOMER][POSITIVE] Thank you for your help.
[AGENT][POSITIVE] OK. Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too goodbye.