AccountId: 011433970860
ContactId: 74a8dda5-b8ae-4f65-ad8a-8f45aedb0e45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240789 ms
Total Talk Time (AGENT): 74157 ms
Total Talk Time (CUSTOMER): 139037 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/74a8dda5-b8ae-4f65-ad8a-8f45aedb0e45_20250618T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling about a claim on a patient.
[AGENT][POSITIVE] Alright, I can help you with claim status. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what is their policy number?
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] That is going to be oh long screen.
[CUSTOMER][NEGATIVE] 679-923-243. No, that's not right. That is not right. Hang on, wrong, wrong screen again.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] There we go.
[CUSTOMER][NEUTRAL] That is 02046872.
[AGENT][NEUTRAL] OK give me just a moment to look them up.
[CUSTOMER][NEGATIVE] No, that, that don't look right.
[CUSTOMER][NEUTRAL] Uh, OK, uh, we'll just, yeah.
[AGENT][NEUTRAL] Uh, what's the patient's name and date of birth?
[CUSTOMER][POSITIVE] That's right, yeah.
[CUSTOMER][NEUTRAL] [PII], and her date of birth is [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Let me go in here because I'll tell you what.
[CUSTOMER][NEUTRAL] It might be in here.
[CUSTOMER][NEUTRAL] I have a claim number of 3573088.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 3573088. Alright, it looks like we processed that claim on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Let me see why it was denied.
[AGENT][NEUTRAL] It looks like we just need a copy of the explanation of benefits from their primary insurance.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, that was gonna be my next question.
[CUSTOMER][NEUTRAL] Because according to the note in my system that showed me that claim number.
[CUSTOMER][NEUTRAL] They had a fax number of [PII]. And in their note, they said that they faxed, they said that they faxed that primary explanation of benefits.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Did you get that?
[CUSTOMER][NEUTRAL] Maybe we take care of them.
[AGENT][NEUTRAL] Let me see.
[CUSTOMER][NEUTRAL] And according, according to the net they fasted on [PII].
[AGENT][NEUTRAL] On [PII], OK, that helps, thank you. Um, I'm not showing we've received anything for the month of May from anyone.
[CUSTOMER][NEUTRAL] OK, so that is the correct fax number, right?
[AGENT][NEUTRAL] Yes. Do you want our mailing address as well?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Um, it's [PII].
[CUSTOMER][NEUTRAL] to be
[CUSTOMER][NEUTRAL] OK, that is by the so that bank 6.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, OK, I am going to fax this and I may mail it also. Uh, could I have a call reference number please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII] and then today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Oh, all right. Thank you so much, [PII], and you have a great rest of your day.
[AGENT][POSITIVE] You too, thank you for calling APL.
[CUSTOMER][NEUTRAL] Mhm bye bye.