AccountId: 011433970860
ContactId: 7da4b3a5-ceba-45fb-aa24-1bb364e051d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172830 ms
Total Talk Time (AGENT): 71039 ms
Total Talk Time (CUSTOMER): 69392 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/7da4b3a5-ceba-45fb-aa24-1bb364e051d8_20250108T21:16_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from provider's office to check the claim status.
[AGENT][NEUTRAL] OK [PII], can I get a good call back number?
[CUSTOMER][NEUTRAL] [PII] with no extension.
[AGENT][NEUTRAL] OK, thank you [PII] do you have the policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] The policy number is 02069982.
[AGENT][NEUTRAL] OK, thank you [PII] can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Claim status, yes.
[AGENT][NEUTRAL] OK, I could definitely take a look. What's that data service and building account?
[CUSTOMER][NEUTRAL] [PII]. And the total bill amount is
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] $49,647 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Uh, yes.
[AGENT][NEUTRAL] OK, give me just a second, sorry.
[AGENT][NEUTRAL] So the claim number is gonna be 353-261-1. That claim was received [PII], processed the same day, and it denied missing the primary insurance EOB.
[CUSTOMER][NEUTRAL] OK. As per checking here, we already sent the primary EOP to fax.
[AGENT][NEUTRAL] OK, when did you guys send that?
[CUSTOMER][NEUTRAL] Uh, please hold on a moment.
[CUSTOMER][NEUTRAL] Oh wait, let me check my previous notes.
[CUSTOMER][NEUTRAL] OK. We send you the primary EOB on [PII] through the fax number [PII]. Is that yours?
[AGENT][NEUTRAL] OK, that's uh the correct fax number and that was just yesterday um we just need to allow a little bit more time for it to be uploaded into the system because as of right now we just haven't received it.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. When should I call back again for the status?
[AGENT][NEUTRAL] I would allow 24 to 48 hours just to make sure that it's been received.
[AGENT][NEUTRAL] But after we receive it, it's gonna take at least 10 business days to reprocess the claim.
[CUSTOMER][NEUTRAL] OK. Got it.
[CUSTOMER][NEUTRAL] OK. So let me update this after 15 days, OK? Let me call back again 15. OK. Can I get the call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It's gonna be my name [PII] with the [PII] my [PII] name [PII] and today's date. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Nothing else. Thank you. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] OK, well thank you for calling APL and you do the same bye bye.