AccountId: 011433970860
ContactId: 690742a3-c49c-40af-9c8b-694dea930340
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248880 ms
Total Talk Time (AGENT): 61452 ms
Total Talk Time (CUSTOMER): 101259 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.9, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/690742a3-c49c-40af-9c8b-694dea930340_20250416T20:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling to check on a claim.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 01993963
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The first name is [PII]. Last name, [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII]. The amount is $29,0037.96.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, it looks like we received that [PII]. Proceed [PII].
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I need explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] I could see previously we have sent it. Could you please check, have you received it in your end?
[AGENT][NEUTRAL] When did you send it?
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] That was sent
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEGATIVE] Yeah, I don't show that we've received it.
[CUSTOMER][NEUTRAL] All right. And I would like to verify the address where we have sent it. One moment.
[CUSTOMER][NEUTRAL] It's [PII]. And then it's [PII].
[AGENT][NEGATIVE] Um, no, that's not correct.
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] Uh, no, I do apologize.
[CUSTOMER][NEUTRAL] Uh, sorry for interrupting. Can you go ahead with your mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you so much. And do you have fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] And what will be the timely filing limit?
[AGENT][NEGATIVE] And there's no timely filing.
[AGENT][NEUTRAL] Lim.
[CUSTOMER][NEUTRAL] And may I know this is mandatory to send the claim form and the primary UB or just the UB is enough?
[AGENT][NEUTRAL] Uh just the EOB is enough.
[CUSTOMER][POSITIVE] Thank you so much. And could you please help me with the claim number?
[AGENT][NEUTRAL] My number is 3492518.
[CUSTOMER][NEUTRAL] All right, thank you. And can I have a reference number for the call today?
[AGENT][NEUTRAL] That's just my name, [PII], and first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] All right. Thank you, [PII], for your assistance. Have a great day. Bye-bye.
[AGENT][NEUTRAL] Calling IPL as well.