AccountId: 011433970860
ContactId: 75d0757e-ccdb-42a0-9c99-194f643d40e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 534799 ms
Total Talk Time (AGENT): 102486 ms
Total Talk Time (CUSTOMER): 82368 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/75d0757e-ccdb-42a0-9c99-194f643d40e0_20250502T14:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can barely hear you. I apologize. You'll need to repeat that.
[CUSTOMER][NEUTRAL] information
[CUSTOMER][NEUTRAL] Yeah, sorry for my, uh, my name is [PII].
[CUSTOMER][NEUTRAL] Calling from Murphy Hospital for checking on claims.
[AGENT][NEUTRAL] All right, [PII]. Happy to check a claim. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, just filling it up.
[CUSTOMER][NEUTRAL] Yeah, policy number 01835841.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], date of birth of [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] It's for $3,801 even.
[AGENT][NEUTRAL] All right, one moment.
[AGENT][NEUTRAL] So it looks like the claim was received [PII].
[AGENT][NEUTRAL] Was denied on [PII]. We need the copy of the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Uh, may I know the claim number, please?
[AGENT][NEUTRAL] 351-814-9.
[CUSTOMER][NEUTRAL] It's 8149.
[AGENT][POSITIVE] Mhm, correct.
[CUSTOMER][NEUTRAL] Could you please send us the year before this because we did not receive the year from our end.
[CUSTOMER][NEUTRAL] I mean you did not leave the place.
[AGENT][NEUTRAL] I don't show any EOBs been received on our side.
[AGENT][NEUTRAL] Would you like to verify the fax number or payer ID? It can be resubmitted. We don't have anything.
[CUSTOMER][NEUTRAL] Yeah, nowadays, and can I get the call reference for this number?
[AGENT][NEUTRAL] That would be my name with my last initial in today's date. My name is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much and uh
[CUSTOMER][NEUTRAL] Shall we move on for the next number?
[AGENT][NEUTRAL] What's the next ID?
[CUSTOMER][NEUTRAL] Sierra
[CUSTOMER][NEUTRAL] Yeah, just pulling it up, ma'am. Kindly let me for a couple of seconds.
[CUSTOMER][NEUTRAL] Yeah, it's 02512472.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII].
[CUSTOMER][NEUTRAL] Zammo date of birth of [PII].
[AGENT][NEUTRAL] Do the service?
[CUSTOMER][NEUTRAL] Yes, sir. [PII].
[AGENT][NEUTRAL] In the build amount?
[CUSTOMER][NEUTRAL] Yes, for $3,589 and even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Claim was originally received on [PII].
[AGENT][NEUTRAL] Claim was denied [PII]. The benefit maximum for the state of service has been met.
[CUSTOMER][NEUTRAL] And may I know the claim number for this, please?
[AGENT][NEUTRAL] 350.
[AGENT][NEUTRAL] 8192.
[CUSTOMER][POSITIVE] Yeah, thank you so much, and could you please send me the send me the UV from my end.
[AGENT][NEUTRAL] Uh, yeah.
[AGENT][NEUTRAL] What's a fax number to send this to?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 730.
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEUTRAL] Yeah, attention to [PII], please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, EOB is on its way. It should be there in about 5 minutes.
[CUSTOMER][POSITIVE] Yeah, thank you so much. Thank you so much for asking. Have a good time bye for now.
[AGENT][NEUTRAL] All right, bye bye.