AccountId: 011433970860
ContactId: 6b867062-aeab-48c2-96df-db1d6ce93568
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 311690 ms
Total Talk Time (AGENT): 114476 ms
Total Talk Time (CUSTOMER): 90489 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/6b867062-aeab-48c2-96df-db1d6ce93568_20250219T20:51_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. My last initial is [PII], calling on behalf of provider's office to check the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah it's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 256
[CUSTOMER][NEUTRAL] 953 7.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] And address and the last name is [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] with the charge amount of $1,504 even. That is $1504 even.
[AGENT][NEUTRAL] OK, thank you. All right, let me see if I can find this claim for you and for future, you can check claim status online through our website at [PII] and that's just optional. And it looks like we're needing the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] You need the primary UB uh when the claim was being received.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the most recent one, let me tell you, one moment, let me pull that up.
[AGENT][NEUTRAL] OK, the most recent claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on the same date as a duplicate. We still need that EOB.
[CUSTOMER][NEUTRAL] Yeah, you need the UV.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. What, which insurance is uh uh actually primary? Do you have any information on that?
[AGENT][NEUTRAL] Mm let me see one moment if I can find that.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK, bear with me just a minute.
[AGENT][NEUTRAL] OK, it looks like it may be Ahmed.
[CUSTOMER][NEUTRAL] Ahmed, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, 11 2nd.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] Um, yes, let me go back to it. One moment.
[AGENT][NEUTRAL] Claim number of the most recent one is 3553508.
[CUSTOMER][NEUTRAL] Uh, can you repeat one more time? It's uh 35535.
[AGENT][NEUTRAL] 08.
[CUSTOMER][NEUTRAL] 3553508. That's it, right?
[AGENT][NEUTRAL] Yes, 355-3508.
[CUSTOMER][POSITIVE] Yeah, got it.
[CUSTOMER][NEUTRAL] This is for the original only, right? Not the duplicate one.
[AGENT][NEUTRAL] This is the duplicate one. The original one is 354-7190.
[CUSTOMER][NEUTRAL] 354-719-0.
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Yeah, got it.
[CUSTOMER][NEUTRAL] When that claim has been received?
[AGENT][NEUTRAL] Oh, the original one, let me pull that information. One moment.
[AGENT][NEUTRAL] You receive [PII] process [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] [PII] and the process on [PII].
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] Uh, I didn't get your name, uh, in the beginning. What your name is?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][NEUTRAL] Is it [PII], right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][POSITIVE] OK. So I think that's it from my end and thank you for assisting me.
[AGENT][POSITIVE] You're welcome, Mr. [PII] and thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah bye bye.
[AGENT][NEUTRAL] Bye.