AccountId: 011433970860
ContactId: 7e2e99f0-8b5d-4b5a-8ec1-b14dc2f346d1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259350 ms
Total Talk Time (AGENT): 86313 ms
Total Talk Time (CUSTOMER): 67171 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/7e2e99f0-8b5d-4b5a-8ec1-b14dc2f346d1_20250513T13:34_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, [PII]. My name is [PII] calling from provider's office checking on our claim status.
[AGENT][POSITIVE] All right, [PII] I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Member, policy number is 02446538.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line.
[AGENT][NEUTRAL] Thank you. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] the service
[CUSTOMER][NEUTRAL] [PII], the build mountain is.
[CUSTOMER][NEUTRAL] $557 even.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] All right, so it looks like we did receive a claim on [PII]. The claim was processed and denied [PII]. Uh, Benefits are only payable if the major medical provides benefits, so we need an explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 25
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] That's primary.
[CUSTOMER][NEUTRAL] Near the primary ERP, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm, can I get the mailing address or uh
[CUSTOMER][NEUTRAL] Fax number to submit the primary AP.
[AGENT][NEUTRAL] Um, so the mailing address is gonna be [PII].
[AGENT][NEUTRAL] 248.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] 50
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Family filing limit to submit the primary UP?
[AGENT][POSITIVE] Uh, no, timely filing, and I can also give you the fax if you would like it.
[CUSTOMER][NEUTRAL] If he was like
[CUSTOMER][NEUTRAL] Yes, I'm ready for a fax number.
[AGENT][NEUTRAL] Fax number is gonna be [PII].
[CUSTOMER][NEUTRAL] 77. Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 65. Mhm.
[CUSTOMER][NEUTRAL] 3.
[CUSTOMER][NEUTRAL] Attention to
[AGENT][NEUTRAL] Claims.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you so much. Have a great day. Bye-bye. Take care.
[AGENT][NEUTRAL] You too. Bye-bye.