AccountId: 011433970860
ContactId: 734ebf23-267b-4e14-8ccd-71d8560cfc41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315559 ms
Total Talk Time (AGENT): 81926 ms
Total Talk Time (CUSTOMER): 63570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/734ebf23-267b-4e14-8ccd-71d8560cfc41_20250523T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes, I need to check the status of a claim.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. Do we have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 1719438
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you. And then do we have a bill amount?
[CUSTOMER][NEUTRAL] $82,115.06.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Alright, so it looks like we did receive this claim. Uh, looks like it was denied asking for the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's the claim number?
[AGENT][NEUTRAL] That claim number would be 3577826.
[CUSTOMER][NEUTRAL] OK, just one second.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, and then what was your, I have one more claim to check, um, but first, what was your name?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] My name is [PII], that's [PII] and the initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, is there a call reference number or just your name in today's date?
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] It's your name and date.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][NEUTRAL] OK, I'll grab the other one.
[AGENT][NEUTRAL] Is it gonna be a different patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] All right. I'm ready for the policy number whenever you are.
[CUSTOMER][NEUTRAL] Alright, it's OK.
[CUSTOMER][NEUTRAL] It's 14.
[CUSTOMER][NEUTRAL] 91583 M like Mary L like Lima 8
[AGENT][NEUTRAL] All right. And then name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then what is the data service?
[CUSTOMER][NEUTRAL] [PII] for $11,302.84.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right. So we did receive this claim. Uh, looks like the claim was denied just requesting the primary insurance's explanation of benefits and for the secondary.
[CUSTOMER][NEUTRAL] Alrighty, can I have that claim number?
[AGENT][NEUTRAL] Claim number for that is going to be 3577853.
[CUSTOMER][POSITIVE] Perfect. Thank you, sir. Have a good day and weekend.
[AGENT][NEUTRAL] You, you