AccountId: 011433970860
ContactId: 8d0c6b08-0880-4c45-980b-32078f712c01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 313230 ms
Total Talk Time (AGENT): 108719 ms
Total Talk Time (CUSTOMER): 83841 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/8d0c6b08-0880-4c45-980b-32078f712c01_20250128T16:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, I'm a [PII].
[CUSTOMER][NEUTRAL] This is [PII]. You're calling from provider's office to check on a claim status, and the last name is [PII].
[AGENT][POSITIVE] OK, I'm so sorry. I cannot hear you very well at all. It is very quiet.
[CUSTOMER][NEUTRAL] I'm audible now? Hello?
[AGENT][NEUTRAL] Uh,
[AGENT][NEUTRAL] Yes, could you repeat that?
[CUSTOMER][NEUTRAL] My first name is [PII]. I'm calling from provider's office to check on appliances.
[AGENT][NEUTRAL] Check on a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you, [PII] in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct call, no extension.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] Yes, the policy number is 02088985.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] The patient's first name is [PII] and the last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][POSITIVE] Get that service this one
[CUSTOMER][NEUTRAL] [PII] with the bill amount of
[CUSTOMER][NEUTRAL] $45,269 even.
[AGENT][NEUTRAL] OK, that was [PII] for $45,269.
[CUSTOMER][NEUTRAL] Yes, could you please spell your name for the documentation?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so we did receive this claim, Allen, uh, we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Uh, can I get the receipt details the valid for this claim?
[AGENT][NEUTRAL] Yes, we received this claim [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] One moment, uh, I'm checking whether already the
[CUSTOMER][NEUTRAL] Tell me the has been sent out one moment.
[CUSTOMER][NEGATIVE] Gotcha.
[CUSTOMER][NEUTRAL] Can I get the mailing address family phone number and the pay ID?
[AGENT][NEUTRAL] Yes, there is no timely filing limit. Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that is in [PII] City, [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Can I get the pay ID for this?
[AGENT][NEUTRAL] Pay ID is 60801.
[CUSTOMER][NEUTRAL] 60801.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Is there any fax number for this?
[AGENT][NEUTRAL] Yes, we do have a fax number. It is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I get the claim number for uh.
[AGENT][NEUTRAL] Is there anything else I can help you with, [PII]? Yes, claim number is, yes, 3542.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] 477.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I, can I get the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Nothing much. Thank you so much for your assistance. Good day. Bye for now.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL you too bye bye.