AccountId: 011433970860
ContactId: 647b67ea-7348-4f37-8517-d8908c6bac0e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275709 ms
Total Talk Time (AGENT): 82081 ms
Total Talk Time (CUSTOMER): 105492 ms
Interruptions: 1
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/647b67ea-7348-4f37-8517-d8908c6bac0e_20250326T20:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII]. I'm calling from office, uh, to to verify the claim status.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Policy number is 0 as in Oscar.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 1672912 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] OK and uh what was the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Yeah. Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Data Services [PII].
[AGENT][NEUTRAL] OK, and that bill out please.
[CUSTOMER][NEUTRAL] $44,0007.
[CUSTOMER][NEUTRAL] Even
[AGENT][NEUTRAL] OK, that was $44,0007 even?
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][POSITIVE] OK, OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claim, uh, we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] Could you please spell your name for document purpose?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] [PII], we send the primary will be on.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], uh, 3 days before via mail.
[CUSTOMER][NEUTRAL] And the mail address is [PII].
[CUSTOMER][NEUTRAL] [PII]. We send the primary through this mail address. Could you please verify if you received or not, yeah.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] We have not yet received it um if it was just sent a couple of days ago, um, we most likely have not yet received it.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Do you have some more days?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] To receive that uh premier UB? Uh
[CUSTOMER][NEUTRAL] May I send it uh again?
[AGENT][NEUTRAL] Uh, sure, um, I've got a mailing address and a fax number.
[CUSTOMER][NEUTRAL] No, [PII], did you receive the uh premier UB or not?
[AGENT][NEGATIVE] We have not yet received it, no.
[CUSTOMER][NEUTRAL] Yeah, yeah, I will send it again. Uh may I have the fax number?
[AGENT][NEUTRAL] Yes, so it's 877.
[CUSTOMER][NEUTRAL] of
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 9423. Yeah, I got it. And uh time filing limit?
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And attention, [PII].
[AGENT][NEUTRAL] The claims department.
[CUSTOMER][NEUTRAL] Claims Department.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. And may I know the claim received and denied date?
[AGENT][NEUTRAL] Claim was received [PII], and it was processed [PII].
[CUSTOMER][NEUTRAL] Really
[CUSTOMER][NEUTRAL] Claim number?
[AGENT][NEUTRAL] It's 3569613.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Got it. Thank you, [PII]. I will resend it the primary be. May I have the call reference number for this call? No, [PII].
[AGENT][NEUTRAL] OK, was there anything else I can help you with?
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. Uh, so my last initial is A.
[CUSTOMER][POSITIVE] Yeah. Thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.