AccountId: 011433970860
ContactId: 7a6f7261-6078-4a15-952a-37a3f509c78e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195600 ms
Total Talk Time (AGENT): 73798 ms
Total Talk Time (CUSTOMER): 78902 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/7a6f7261-6078-4a15-952a-37a3f509c78e_20250324T18:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from provider's office to check on claim status.
[CUSTOMER][NEUTRAL] How are you doing today?
[AGENT][POSITIVE] Uh, I'm good. How are you, [PII]?
[CUSTOMER][NEUTRAL] I'm fine. And I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. Um it's spelled [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Thank you. Um, and could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. And that callback number will be [PII] and the extension will be [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, sure. That'll be 1139251.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] That would be [PII] Date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Uh, that will be [PII] with the total bill amount of $400 even.
[AGENT][NEUTRAL] OK. Yes, sir. We received that claim on, let's see.
[AGENT][NEUTRAL] We received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 34.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 574.
[AGENT][NEUTRAL] And this claim is, this claim is denying because we need the EOB from the primary insurance company.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And, uh, should that be, we have to send that by mail or we have uh to send by fax anything?
[AGENT][NEUTRAL] Um, yes, our fax number is.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm?
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Hm?
[CUSTOMER][NEGATIVE] Claims the bad.
[CUSTOMER][POSITIVE] OK, thanks a lot for that information.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Uh, do we have any timely filing for that?
[AGENT][NEGATIVE] No, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Time frame. OK, no DFM for that.
[CUSTOMER][NEUTRAL] OK. Thanks a lot for that uh information. And can I have the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Uh, nothing else. I really appreciate your assistance. You have a great day ahead. Take care. Bye-bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL um bye.
[CUSTOMER][NEUTRAL] Bye.