AccountId: 011433970860
ContactId: 6683af10-f126-47d7-b877-4e2f77da9c36
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 411459 ms
Total Talk Time (AGENT): 129179 ms
Total Talk Time (CUSTOMER): 84187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/6683af10-f126-47d7-b877-4e2f77da9c36_20250508T18:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, you did say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes. And your name, please?
[AGENT][NEUTRAL] OK. Can I
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Of course, and can I get a good call back number from you, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] It's going to be 02442009.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Well, the amount is $9,751.25.
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII] and could you repeat that bill amount please?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] $9,751.25.
[AGENT][POSITIVE] Got it, thank you one moment please.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII] it looks like we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Can I get the receipt and process it?
[AGENT][NEUTRAL] Yes, I will also say that it is a different uh policy number, uh, the one that you gave me was not active during the uh that date of service, so I can give you that correct policy number as well.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that is 02.
[AGENT][NEUTRAL] 57.
[AGENT][NEUTRAL] 9229.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Of course, uh, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed, uh, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] That is 356-9000.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And one more time, could you please assist me?
[AGENT][NEUTRAL] Was this for the same member?
[CUSTOMER][NEUTRAL] No, it's for different member. Can I get the call reference number?
[AGENT][NEUTRAL] Reference number would be the same for all of them. That would be my first name, last initial, and today's date. Uh, so my last initial is A. if you'll give me one moment, I'll let you know and I'm ready for that next policy number.
[CUSTOMER][POSITIVE] Take your time
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, I appreciate your patience. You could go ahead and give me that next policy number.
[CUSTOMER][NEUTRAL] 01648445
[AGENT][NEUTRAL] And then the uh name and date of birth for this number please?
[CUSTOMER][NEUTRAL] Yes, just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's going to be [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][NEUTRAL] Yes, [PII]. OK.
[AGENT][NEUTRAL] OK, um
[AGENT][NEUTRAL] Yes, and what was that bill amount please?
[CUSTOMER][NEUTRAL] Yes, it's going to be.
[CUSTOMER][NEUTRAL] $57,103 even.
[AGENT][NEUTRAL] 50,000 excuse me, $57,103.
[CUSTOMER][NEUTRAL] Even if
[AGENT][NEUTRAL] Got it. OK, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm sorry, just to confirm that was [PII], so 031524?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so I'm not showing that we have received a claim for that date of service for this member [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII]. Is there any claim?
[AGENT][NEUTRAL] Oh, the beginning date was uh [PII], right?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] [PII], if you would, can you give me the um.
[AGENT][NEUTRAL] The tax ID uh for this uh provider please?
[CUSTOMER][NEUTRAL] Um, sorry, I'm facing some network issue. Can I call you back later?
[AGENT][NEUTRAL] What was that? I'm sorry.