AccountId: 011433970860
ContactId: 8223831d-8b02-48dc-b9ab-2a8df109ec7f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211039 ms
Total Talk Time (AGENT): 41829 ms
Total Talk Time (CUSTOMER): 65352 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/8223831d-8b02-48dc-b9ab-2a8df109ec7f_20250606T18:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] here calling from provider's office, checking on claims.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it is [PII], no extension.
[AGENT][NEUTRAL] And you have the policy number of the location?
[CUSTOMER][NEUTRAL] Sure. Uh, policy number, just a second.
[CUSTOMER][NEUTRAL] Uh, yes. Policy number is 02482900. M as in Mike, L as in Lima, number 8. date of services, sorry, and the location for the rendering state is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges.
[CUSTOMER][NEUTRAL] Number 28 to number 29 of 2024 with the total charge of $6,466 even.
[AGENT][NEUTRAL] It looks like we received the claim 113-2025.
[AGENT][NEUTRAL] It was processed 11525.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And we need a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] We have already sent that on [PII] via fax.
[AGENT][NEUTRAL] OK, it looks like we have
[CUSTOMER][NEGATIVE] And it was sent multiple times.
[AGENT][NEUTRAL] You haven't received it?
[CUSTOMER][NEGATIVE] But we have sent multiple times.
[AGENT][NEUTRAL] You'll have to resend it. I don't show it's on file.
[CUSTOMER][NEUTRAL] Just a second here.
[CUSTOMER][NEUTRAL] So, may I know
[CUSTOMER][NEUTRAL] To which mail address or fax do I have to resend?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] Attention.
[AGENT][NEUTRAL] That goes directly to our claims department.
[CUSTOMER][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK. What's the call reference?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much for that, [PII], and have a great day. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL you too, bye bye.