AccountId: 011433970860
ContactId: 660f208a-88fe-4d25-a652-cc7f74e4325a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424489 ms
Total Talk Time (AGENT): 83488 ms
Total Talk Time (CUSTOMER): 87063 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/660f208a-88fe-4d25-a652-cc7f74e4325a_20250515T19:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Can you hear me?
[AGENT][NEUTRAL] Yeah, I can hear you now.
[CUSTOMER][NEUTRAL] We are calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a callback number?
[CUSTOMER][NEUTRAL] My [PII] and last name is [PII] and our number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you were breaking up. What was that again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, policy number is 02465027 ML8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, name and date of birth is uh.
[CUSTOMER][NEUTRAL] Yeah and they.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In service and bill charges.
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Hey, your, your reception's really bad. So what was the date of service and still charges?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, date of service is uh [PII]. And the bill amount is
[AGENT][NEUTRAL] They just
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, what's the bill amount?
[CUSTOMER][NEUTRAL] 62,300 and
[CUSTOMER][NEUTRAL] That $302 even.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] It received 1216 2024. Pro 1218 2024.
[AGENT][NEUTRAL] And we need a copy of the primary EOB. Do you know when that was sent?
[CUSTOMER][NEUTRAL] When it was received?
[AGENT][NEUTRAL] 12:15, 2024.
[CUSTOMER][NEUTRAL] When it was denied,
[AGENT][NEUTRAL] 1218 2024.
[CUSTOMER][NEUTRAL] It's 12:18, right?
[AGENT][NEUTRAL] 1218, yes.
[CUSTOMER][NEUTRAL] OK, uh
[CUSTOMER][NEUTRAL] Yeah, can I get the DNID then?
[AGENT][NEUTRAL] We need a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Yeah, we have already sent the primary year but did you receive that?
[AGENT][NEUTRAL] When was it sent?
[CUSTOMER][NEUTRAL] Yeah, it was sent on.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. No, I don't show that it's been received yet.
[AGENT][NEUTRAL] Can you resend?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] Can I get the mailing address?
[AGENT][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can I get the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Can I get the claim number?
[AGENT][NEUTRAL] Yes, claim number is 3542349.
[CUSTOMER][NEUTRAL] One moment, please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thanks for your patience.
[CUSTOMER][NEUTRAL] Can I get the call reference number, please?
[AGENT][NEUTRAL] Reference is my name is [PII] and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for providing the information. Have a nice day. Thank you.
[AGENT][NEUTRAL] Calling APL you too, bye bye.