AccountId: 011433970860
ContactId: 6e731100-1f47-440b-b1d2-2e3dc88851b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277809 ms
Total Talk Time (AGENT): 106075 ms
Total Talk Time (CUSTOMER): 80995 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/6e731100-1f47-440b-b1d2-2e3dc88851b8_20250408T21:29_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, this is [PII] calling from provider office for claim status. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you, Miss [PII]?
[CUSTOMER][POSITIVE] Yes, I'm doing great. Thanks for asking.
[AGENT][NEUTRAL] Yeah, and may I have a callback number just in case we get disconnected sooner.
[CUSTOMER][NEUTRAL] Sure. Our callback number is [PII]. It's a direct line?
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number?
[CUSTOMER][NEUTRAL] So the participation policy number is 14.
[CUSTOMER][NEUTRAL] 1456796.
[AGENT][NEUTRAL] I'm sorry, that was 1456796.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Sure. The patient name is
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] And may I have the date of service and the amount of it.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The date of service and the amount of the claim.
[CUSTOMER][NEUTRAL] The rate of service is [PII], with the billed amount of 3 $497.36.
[AGENT][NEUTRAL] OK, so that is [PII], the amount of $3,497.36.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, 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.
[AGENT][NEUTRAL] And it looks like we need the explanation of benefits from the primary insurance to continue the processing of this claim. As of today, we have not received the primary EOB.
[CUSTOMER][NEUTRAL] OK. But we already send the primary will be on [PII], sir.
[AGENT][NEGATIVE] We have not received the EOB.
[CUSTOMER][NEUTRAL] You need the primary will be with the claim, am I right?
[AGENT][NEUTRAL] Where was it sent to?
[AGENT][NEUTRAL] We just need the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I know the mailing address or fax number to send the primary UP?
[AGENT][NEUTRAL] Yes, the mailing address is [PII].
[AGENT][NEUTRAL] The zip code is [PII].
[CUSTOMER][NEUTRAL] May I know the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] May I know the
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Call reference number, timely filing limit to send the primary OP.
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][NEUTRAL] Thank you. May I have the call reference number?
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date if you would like.
[CUSTOMER][NEUTRAL] Could you please spell out your name for me?
[AGENT][NEUTRAL] Sure, that's [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you for your time and assistance. You have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APL. Bye bye.