AccountId: 011433970860
ContactId: 850daaac-b5bf-4d30-9663-d6234073e7d8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175860 ms
Total Talk Time (AGENT): 38217 ms
Total Talk Time (CUSTOMER): 67056 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/850daaac-b5bf-4d30-9663-d6234073e7d8_20250502T22:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to verify claim status.
[AGENT][NEUTRAL] And [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] His callback number is [PII]. It is a direct line, no extension.
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] The policy number is 021-98427.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] State of service and bill charges.
[CUSTOMER][NEUTRAL] The date of service, it is a date range from
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $49,494.60.
[AGENT][NEUTRAL] Uh, that claim was received on 226-25. Process 228-25.
[AGENT][NEUTRAL] Yeah, it looks like.
[AGENT][NEUTRAL] Uh, we need an explanation from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] And previously, uh, the primary UB was sent. Could you please verify whether you received the primary UB or not?
[AGENT][NEGATIVE] Uh, no, we haven't received it.
[CUSTOMER][NEUTRAL] OK. And could you please help me with the mailing address or the fax number to send the primary UB?
[AGENT][NEUTRAL] Fax number is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And could you please help me with the attention?
[AGENT][NEUTRAL] It that goes directly to our claims department.
[CUSTOMER][NEUTRAL] OK, thank you. And it's, that's it. Could you please help me with the call reference number?
[AGENT][NEUTRAL] My name is [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you for your time and assistance. Have a great day. Bye-bye.
[AGENT][NEUTRAL] Calling APL you as well. Bye-bye.