AccountId: 011433970860
ContactId: 76167fb1-afdf-4192-ae02-d116a005f758
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332470 ms
Total Talk Time (AGENT): 110568 ms
Total Talk Time (CUSTOMER): 147376 ms
Interruptions: 6
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/76167fb1-afdf-4192-ae02-d116a005f758_20250507T13:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Pro office to check on your client status.
[AGENT][NEUTRAL] May I have your name again?
[CUSTOMER][NEUTRAL] Yes, it's [PII]
[AGENT][POSITIVE] I'm so sorry. What is your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you, and your callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And so what is the policy number?
[CUSTOMER][NEUTRAL] It's 02585149.
[AGENT][NEUTRAL] Excuse me, let me repeat that to you. I have that as 02585149.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Is that right?
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my name was?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And member's date of birth is [PII].
[AGENT][NEUTRAL] Thank you for the verification process. You're calling for claim status. I can assist you. And also, and so you can check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain an EOB. What is that date of service and the charge amount please?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's [PII], sorry, it's [PII].
[CUSTOMER][NEUTRAL] And the total charge the amount is $913 even.
[AGENT][NEUTRAL] OK, let me just repeat that to you as well. I have that as [PII] for $913 even.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] OK, thank you so much. One moment, please.
[CUSTOMER][NEUTRAL] And if you don't mind, could you please spell your name?
[AGENT][NEUTRAL] Yes, certainly. My name is spelled [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And I do show that we received the claim and we received that claim on, excuse me, [PII] and it was processed on [PII]. We are requesting the explanation of benefits from the primary insurance provider.
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The seminar.
[CUSTOMER][NEUTRAL] It's received on [PII].
[AGENT][NEUTRAL] Yes, that's when we received it.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK. And it's processed on?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do you need the primary UP?
[AGENT][NEUTRAL] We are needing the or requesting the primary EOB that is correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, just give me a minute.
[CUSTOMER][NEUTRAL] Yes, would you please provide the primary insurance name?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] One moment, let me see if the information is available.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The primary may be Cigna.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the.
[CUSTOMER][NEUTRAL] Yes, can you provide the signal effective and termination date?
[AGENT][NEUTRAL] No, I did not have the information. You can contact the insured for the information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then so is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Yes, can I get the call?
[AGENT][NEUTRAL] OK, and prior to that, let me provide you with the claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, the claim number shows 3586835.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we do not provide reference numbers. You can use my name and today's date info.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, thank you, [PII]. Have a wonderful day. Bye.
[AGENT][POSITIVE] Thank you for calling UPL. You have a wonderful day as well. Bye.