AccountId: 011433970860
ContactId: 870ebcd9-3782-4fde-a3ab-221fb20594e4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 617409 ms
Total Talk Time (AGENT): 77241 ms
Total Talk Time (CUSTOMER): 80125 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/870ebcd9-3782-4fde-a3ab-221fb20594e4_20250429T17:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey there, my name is [PII] calling from provider's office. Actually, I need your assistance with the claim status.
[AGENT][NEUTRAL] Sure, I can assist you with claim status. May I have a callback number just in case we get disconnected, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and may I have a callback number, um, may I have the policy number of the patient?
[CUSTOMER][NEUTRAL] 01986373
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] with the total charge amount is $3,277.79.
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. Do you mind holding for me?
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding and being patient for me, Mr. [PII]. Um, it looks like we have received the claim in process and we need the primary EOB to continue the processing of this claim. As of today we have not received that EOB.
[CUSTOMER][NEUTRAL] OK. Do we have still the timely filing to send the EOB again?
[AGENT][NEUTRAL] Mhm. Yes, we don't have timely filing to submit an EOB.
[CUSTOMER][NEUTRAL] OK. Before that, can you submit a copy of uh the denied UB?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah they are.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Let me one more minute. I'm trying to send it right now, OK, one moment.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] They're gonna be to your attention, [PII].
[CUSTOMER][NEUTRAL] Yes, uh, attention to my name, [PII].
[AGENT][NEUTRAL] OK, is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Uh, no, that's it for today. Thanks for your help. Uh, can I get your name and the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date if you would like. My name is [PII]. That's [PII], last initial [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day, Mr. [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.