AccountId: 011433970860
ContactId: 68df099e-16f6-439b-b272-f7881772716b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 394970 ms
Total Talk Time (AGENT): 98351 ms
Total Talk Time (CUSTOMER): 126953 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/68df099e-16f6-439b-b272-f7881772716b_20250318T13:45_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah. Hi, good morning. This is [PII] calling from Medical City [PII].
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] Uh it's [PII].
[CUSTOMER][NEUTRAL] And you said your name was? Could you repeat that?
[AGENT][NEUTRAL] OK, and
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Uh, I'm so sorry. Your voice is still breaking, and you could, could you repeat that once again, [PII]?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Last initial [PII].
[CUSTOMER][NEUTRAL] Oh, so, OK, thank you so much, sir. Uh, yeah, I'm here for taking for the denied denied claim status, I mean denied claim.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. So may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh yes, it's going to be [PII].
[AGENT][NEUTRAL] OK, and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 2267455
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh, the member's name is [PII]'s date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. What's the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In [PII] $10,0024.79.
[CUSTOMER][NEUTRAL] You know what I.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find it, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Yes, I'm searching.
[CUSTOMER][NEUTRAL] Yes, OK.
[CUSTOMER][NEUTRAL] If you need, I can provide you the claim number. I do have the claim number always.
[AGENT][NEUTRAL] Oh, you have the claim number, yeah, go ahead with the claim number.
[CUSTOMER][NEUTRAL] 15.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] 354-588-85
[AGENT][NEUTRAL] OK, 354-588-85.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment, let me pull the image.
[CUSTOMER][NEUTRAL] have
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This is your last name, right?
[CUSTOMER][NEUTRAL] We need to uh change uh, we need to currently.
[AGENT][NEUTRAL] OK, so this one meeting the explanation of benefits from the primary insurance.
[AGENT][NEGATIVE] And it doesn't look like we haven't received that EOB as of today.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] Oh sure, we have sent it multiple times, so you're stating that you haven't received it.
[AGENT][NEGATIVE] We have not received it and where are you sending it to?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] You're sending to the fax number of [PII].
[AGENT][NEUTRAL] 942 3.
[AGENT][NEUTRAL] Or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Let me double check that uh fax number. Bear with me just a minute.
[CUSTOMER][NEUTRAL] Yes, OK.
[AGENT][NEUTRAL] OK, it's [PII].
[CUSTOMER][NEUTRAL] It's 942-3.
[AGENT][NEUTRAL] 23, not 32, it's 23.
[CUSTOMER][NEUTRAL] Oh, OK, one moment, please. Uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's 181877.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3659423. OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Thank you so much, uh, [PII]. Uh, OK, I'm going to resend that. Do you need the claim form or else you need just the primary OB?
[AGENT][NEUTRAL] Mm yeah.
[AGENT][NEUTRAL] We just need the primary ELB that's what we're waiting for. Mhm.
[CUSTOMER][NEUTRAL] OK. So that is the reason we are, you're not yet receiving that the primary UB because of the incorrect fax number.
[AGENT][POSITIVE] Correct. Mhm.
[CUSTOMER][NEUTRAL] Too.
[CUSTOMER][POSITIVE] OK. That's OK. Thank you so much for the information. Can I get the call reference number for our conversation?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's state if you will. Mr. [PII].
[CUSTOMER][POSITIVE] OK. So thank you so much for the information. Have a good day. Thank you. Bye-bye.
[AGENT][POSITIVE] You as well thank you for calling APO. Bye bye.
[CUSTOMER][NEUTRAL] Mhm.