AccountId: 011433970860
ContactId: 848f0a8a-2060-452c-8cc3-b586bb06ed53
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272170 ms
Total Talk Time (AGENT): 97748 ms
Total Talk Time (CUSTOMER): 113935 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/848f0a8a-2060-452c-8cc3-b586bb06ed53_20250611T13:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi there. This is [PII] calling from provider's office for the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. That is [PII].
[AGENT][NEUTRAL] Thank you. May I have the name of the facility you're calling from for my notes?
[CUSTOMER][NEUTRAL] Solantic of South Florida Llc.
[AGENT][NEUTRAL] How do you spell that, Somani?
[CUSTOMER][NEUTRAL] Yeah. That is Solantic spells as same, O L Lima, A apple, and Nancy, T Tango, I India, C for Charlie. That is Solantic of South Florida LLC.
[AGENT][NEUTRAL] Thank you. And may I have uh the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That is 01867092. M for Mary, L Lima, number 8.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's first name is [PII], and the last name, [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. May I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service it's [PII].
[CUSTOMER][NEUTRAL] Total charge $243 even.
[AGENT][NEUTRAL] OK, [PII], the amount of $243 even, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, let me see if I can find this claim. For future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Yeah,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so it looks like we received the claim on [PII], processed [PII], and we're needing the primary EOB to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Um, uh, you know, we have already billed this claim with primaryUB.
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But uh didn't you receive it within primary only from my end?
[AGENT][NEUTRAL] It's just one page it's the 1500 form. We don't have the ELB attached to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Actually, we have B paper.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No problem, we'll try to rebuild the claim again with an OB.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah, we just need the copy of the ELB but yeah.
[CUSTOMER][NEUTRAL] And uh please.
[CUSTOMER][NEUTRAL] Sure. Please provide me like the, does the patient is active, if it's from when to when the patient is effective.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The effective date of the policy is [PII]. It is active at the moment.
[CUSTOMER][NEUTRAL] OK. Could you please spell out your name here?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] Can I get claim number?
[AGENT][NEUTRAL] Yes, the claim number is 3579573.
[CUSTOMER][POSITIVE] Great. Caller reference number, please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will, Mr. [PII].
[CUSTOMER][POSITIVE] OK. Thank you, sir. Thanks for your assistance. Have a wonderful rest of your day. Take care.
[AGENT][POSITIVE] Mhm you're welcome you as well. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, bye.
[AGENT][POSITIVE] OK. Have a good day. Bye-bye.