AccountId: 011433970860
ContactId: 60cf7db0-57c3-4287-8ea5-3a83440d57b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152960 ms
Total Talk Time (AGENT): 58442 ms
Total Talk Time (CUSTOMER): 82353 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/60cf7db0-57c3-4287-8ea5-3a83440d57b9_20250314T12:34_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII] calling with Lexington Medical Center or Lexington Health. How are you doing today?
[AGENT][NEUTRAL] Uh
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing great, thank you.
[CUSTOMER][NEUTRAL] I was calling. I have a claim that looks like y'all are denying it for the primary EOB and I wanted to verify that and also find out what's the best way to get that information over.
[AGENT][NEUTRAL] OK, spell your name for me.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], if I can get the policy number and the claim number, please?
[CUSTOMER][NEUTRAL] Um, policy number 02518356.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Bear with me. I have to go back in my note. I'm sorry, um, claim number 352-739-6.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me pull up that information and get the patient verified and then we can proceed with assisting you with your questions.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, let's see. I have [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that information. And we're looking at 352-7396.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, and you're needing to know how you can submit that to us you get fax it or or not email it fax it or mail it.
[CUSTOMER][NEUTRAL] Yes, I am.
[CUSTOMER][NEUTRAL] OK, um, what is that fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 942-3. And does that go to anyone's attention or attention claims or?
[AGENT][NEUTRAL] Attention claims.
[CUSTOMER][NEUTRAL] OK, and you just need the primary EOB. I don't have to send the claim again or anything, correct?
[AGENT][NEUTRAL] Primary only is sufficient.
[CUSTOMER][NEUTRAL] OK, just primary EOB. OK, and then once that's received, do you know how long it may take to process after that?
[AGENT][NEUTRAL] Our standard processing time is 7 to 10 days from receipt.
[CUSTOMER][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] Alright, and would there be a reference number for the call today?
[AGENT][NEUTRAL] My name in today's date, [PII], and did you have any other questions we can help out with today?
[CUSTOMER][POSITIVE] No, ma'am, that's all I have. Thank you so much for your help.
[AGENT][POSITIVE] You're welcome thanks for calling [PII] have a good day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Um bye bye.