AccountId: 011433970860
ContactId: 69c619cf-db0f-4679-a967-1e7d0975eb1d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 322269 ms
Total Talk Time (AGENT): 90231 ms
Total Talk Time (CUSTOMER): 90196 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/69c619cf-db0f-4679-a967-1e7d0975eb1d_20250611T12:25_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check claim status.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on a claim. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the member ID is 02460345.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, my callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] And what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] The member's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you and then date of service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total bill amount is $17,957 even.
[AGENT][NEUTRAL] All right, thank you. One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you for your patience on that, [PII]. So the claim was received on [PII]. Claim was denied [PII]. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, yeah, we have entered the primary UP on [PII].
[AGENT][NEUTRAL] I don't see that we've received it. Do, would you like to verify how it was sent?
[CUSTOMER][NEUTRAL] Um, give me one moment to verify that.
[CUSTOMER][NEUTRAL] It, I think so it was sent to fax.
[AGENT][NEUTRAL] What was the fax number?
[CUSTOMER][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] That is correct. Yeah, I don't show we've gotten it. You'll just have to resend it.
[CUSTOMER][NEUTRAL] Uh, it was sent recently on [PII].
[AGENT][NEUTRAL] Yes, ma'am. I don't see that we received it.
[CUSTOMER][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK, I will be resending it. Yeah, can I send the primary along with the claim form?
[AGENT][POSITIVE] Yes, you can.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a second.
[CUSTOMER][NEUTRAL] Can I get your current mailing address?
[AGENT][NEUTRAL] Plain mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that's in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Uh, it's that.
[CUSTOMER][NEUTRAL] Uh, could you please spell out the city and state name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The state
[AGENT][NEUTRAL] And the state is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, the abbreviation is OH, right?
[AGENT][NEUTRAL] The abbreviation is O as in Oscar, K as in Kilo.
[CUSTOMER][POSITIVE] OK. Thank you so much. What's the time if I in the summer then?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][POSITIVE] Thank you so much. Can I get the call reference?
[AGENT][NEUTRAL] Call references my name with today's date. My name is [PII], that's [PII] Last initial is [PII], then today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for time and assistance. Have a wonderful day. Bye-bye.
[AGENT][NEUTRAL] You too. Bye bye.