AccountId: 011433970860
ContactId: 68855aec-b061-4c8a-8c70-af260a0d9083
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248020 ms
Total Talk Time (AGENT): 100131 ms
Total Talk Time (CUSTOMER): 44688 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/68855aec-b061-4c8a-8c70-af260a0d9083_20250508T12:30_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 Toyota's office to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][POSITIVE] Thank you and the member's policy number, please.
[CUSTOMER][NEUTRAL] 021 98427
[AGENT][POSITIVE] Thank you, one moment please.
[AGENT][NEUTRAL] And [PII], any information that is provided today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Data service and total bill amount, please.
[CUSTOMER][NEUTRAL] [PII] for the bill amount of $49,523.10.
[AGENT][NEUTRAL] OK, so you said that was [PII] and give me the bills amount again please.
[CUSTOMER][NEUTRAL] $49,523.10.
[AGENT][POSITIVE] Thank you, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was received, [PII], this claim was received on [PII], processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was denied. The claim number is 356-9323.
[AGENT][NEUTRAL] And the reason for the denial is that we need the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] Can I get the fax number?
[AGENT][NEUTRAL] [PII] attention claims and [PII] if you need a copy of this explanation of benefits showing the remark that uh that is what we were in need of, you can print that by going to our portal at [PII] and using that claim number to print that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the timely filing limit?
[AGENT][NEGATIVE] No timely filing limit.
[CUSTOMER][NEUTRAL] To submit the UB?
[AGENT][NEUTRAL] We just need the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK. Can I get the call reference number?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a good day.
[AGENT][POSITIVE] Well, you're welcome, [PII]. Yes ma'am. Is there anything else I can help you with this morning?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] OK. Well, you're very welcome and thank you again for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Bye bye.