AccountId: 011433970860
ContactId: 60e8f89f-76a7-44bd-81b2-c9fcaeec7aab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173660 ms
Total Talk Time (AGENT): 82059 ms
Total Talk Time (CUSTOMER): 72321 ms
Interruptions: 1
Overall Sentiment: AGENT=2.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/60e8f89f-76a7-44bd-81b2-c9fcaeec7aab_20250221T19:45_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, um, my name is [PII]. I'm calling from a provider's office to check on a medical claim status for a member.
[AGENT][POSITIVE] It would be my pleasure to assist you with that claim status, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII] and that's direct.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I have 02216686 M like Mike L like Lima, the number 7.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It's [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you and what is the date of service?
[CUSTOMER][NEUTRAL] Data service is [PII].
[AGENT][NEUTRAL] OK, I am checking Mr. [PII]'s policy for data service 5624, and we do not have a claim on file.
[CUSTOMER][NEUTRAL] No claim. OK, can I ver
[AGENT][NEUTRAL] For that date is.
[CUSTOMER][NEUTRAL] Verify the address that it was mailed to.
[AGENT][NEUTRAL] Mhm. What's that address?
[CUSTOMER][NEUTRAL] It we mailed it to [PII] [PII].
[AGENT][NEUTRAL] That is the correct address and we never received it, unfortunately, but if you have that primary EOB you can fax the claim with the EOB directly to our claims department.
[CUSTOMER][NEUTRAL] OK, and what's that fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that comes straight to our claims department.
[CUSTOMER][NEUTRAL] OK, and do you know who the primary.
[AGENT][POSITIVE] Yeah, I'm sorry.
[CUSTOMER][NEUTRAL] Thank you. Do you know who the primary payer is, um, because it
[CUSTOMER][NEUTRAL] It looks like we just mailed it to you guys.
[AGENT][NEUTRAL] His primary insurance we have on file is Cigna.
[CUSTOMER][NEUTRAL] Cigna. OK. All right. Do you have a reference number? We're secondary, OK.
[AGENT][NEUTRAL] Yeah, we're secondary.
[AGENT][NEUTRAL] Reference number. Yeah, reference number is my name and today's date, and I spell my name [PII].
[AGENT][POSITIVE] And it's been a pleasure to assist you with that claim status. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] That's all, [PII]. Thank you so much for your time and help.
[AGENT][POSITIVE] Thank you [PII] for calling APL. You have a wonderful weekend.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.