AccountId: 011433970860
ContactId: 70de9838-d722-4b1b-b347-d07054a8f571
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 445279 ms
Total Talk Time (AGENT): 88599 ms
Total Talk Time (CUSTOMER): 172090 ms
Interruptions: 0
Overall Sentiment: AGENT=0.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/70de9838-d722-4b1b-b347-d07054a8f571_20250402T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes, I think we got disconnected earlier.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Do you have the policy ID?
[CUSTOMER][NEUTRAL] Yeah, just a moment, yeah, the policy ID number would be 021.
[CUSTOMER][NEUTRAL] 18993 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Ma's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII] total charge $500 even.
[AGENT][NEUTRAL] Uh, don't show a claim on file.
[CUSTOMER][NEUTRAL] OK, just give a moment.
[CUSTOMER][NEUTRAL] Can you help me with the mailing address?
[AGENT][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Thank you so much for your help. Can we move to the next number?
[AGENT][NEUTRAL] Yes, hold on just a second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's that next number?
[CUSTOMER][NEUTRAL] It would be 016.
[CUSTOMER][NEUTRAL] 34912.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is.
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's that date of service?
[CUSTOMER][NEUTRAL] It's [PII] total charge $500 even.
[AGENT][NEUTRAL] I don't show that claim on file.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Can we move to the next number?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, what is that number?
[CUSTOMER][NEUTRAL] It would be 02.
[CUSTOMER][NEUTRAL] 20
[CUSTOMER][NEUTRAL] 30
[CUSTOMER][NEUTRAL] 89 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And the data surface.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Total charge $500 even.
[AGENT][NEUTRAL] Uh, looks like we need an explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Uh, when did you receive the claim?
[AGENT][NEUTRAL] And that was received on.
[AGENT][NEUTRAL] Received 2 17-2025 denied 2-182025.
[CUSTOMER][NEUTRAL] OK, and what's the claim number?
[AGENT][NEUTRAL] Uh, that is.
[AGENT][NEUTRAL] 356-548-1.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can we move to the next member?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 018.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 459.
[CUSTOMER][NEUTRAL] 06 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] It's [PII] total charge $500 even.
[AGENT][NEUTRAL] Uh, looks like no claim on file.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, sure. Thank you. Can we move to the next number, the last one?
[AGENT][NEUTRAL] Yes, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's that number?
[CUSTOMER][NEUTRAL] It would be 021.
[CUSTOMER][NEUTRAL] 348.
[CUSTOMER][NEUTRAL] 38 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is.
[CUSTOMER][NEGATIVE] It's [PII].
[CUSTOMER][NEUTRAL] [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] [PII] total charge $5,136 even.
[AGENT][NEUTRAL] Oh, we do not have that claim.
[CUSTOMER][NEUTRAL] OK, thank you. Can you help me with the call reference number?
[AGENT][NEUTRAL] Uh, just be my name, [PII], and then last initial or first initial last name [PII], and then today's date. And is that all I can help you with today, [PII]?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. That's it for the day. Hope you have a wonderful day, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL [PII]. Have a great day.
[CUSTOMER][POSITIVE] Great day take care bye bye.
[AGENT][NEUTRAL] Right.