AccountId: 011433970860
ContactId: 689f29f2-4afd-4362-91b4-d53529562f61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 327579 ms
Total Talk Time (AGENT): 81274 ms
Total Talk Time (CUSTOMER): 111337 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/689f29f2-4afd-4362-91b4-d53529562f61_20250211T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] and I'm calling from Vanderbilt Medical Group.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] Is it OK now?
[AGENT][NEUTRAL] I can hear you better.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, this is [PII] and I'm calling from Vanderbilt Medical Group to check on the claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII]. I think I just spoke with you. You can also check your status online at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It was the same, yeah, 02497650.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][NEUTRAL] Yeah, I do have it. Uh, one moment.
[CUSTOMER][NEUTRAL] Yeah, 348-9433.
[AGENT][NEUTRAL] Is this the one you called about a minute ago?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, actually, uh, uh, you said there is no medical records, right, for this claim? You did not receive any medical records, right?
[AGENT][NEUTRAL] Well, you said a reconsideration. I believe we did not receive that.
[CUSTOMER][NEUTRAL] OK. Uh, will you check, uh, did you receive any medical records?
[AGENT][NEUTRAL] I don't show anything for this data service received other than the initial claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, OK. Could you help me with the mailing um mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, sorry for that. Uh, could you spell it?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The state is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the zip code is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] No, sorry, could you repeat it again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, is there any timely filing limit to submit app? I mean, medical records?
[AGENT][NEUTRAL] 180 days from the date the claim was processed or denied.
[CUSTOMER][NEUTRAL] 84458.
[CUSTOMER][POSITIVE] Yeah, yeah, thank you.
[AGENT][NEUTRAL] So it was processed on [PII].
[AGENT][NEUTRAL] So the deadline I think has passed.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Proces on August.
[AGENT][NEUTRAL] [PII] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Yeah, OK, uh, could you please be on line for a moment? One moment.
[AGENT][NEUTRAL] Just for a few moments.
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][POSITIVE] Yeah, thank you. Uh thanks for being on line. Um, may I know your name?
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] For documentation.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, I got it.
[AGENT][NEUTRAL] Mhm you'll use my name in today's date as reference for today's call.
[CUSTOMER][POSITIVE] OK, [PII], thanks for assisting me.
[CUSTOMER][POSITIVE] OK, thank you, [PII], for assisting me. Have a nice day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.