AccountId: 011433970860
ContactId: 8e5757dc-a533-4e6b-abb2-dab86aa0cb96
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308089 ms
Total Talk Time (AGENT): 116581 ms
Total Talk Time (CUSTOMER): 66257 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/8e5757dc-a533-4e6b-abb2-dab86aa0cb96_20250325T16:26_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, sir, I'm [PII] calling from provider's office to check our claim service.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. Ma, um, Mr. [PII], may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 1912984.
[AGENT][NEUTRAL] What's the name and date of birth of the patient.
[CUSTOMER][NEUTRAL] My first name is [PII] and my date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $4,443.24.
[AGENT][NEUTRAL] Now it's [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, thank you. One moment, let me pull this information.
[AGENT][NEUTRAL] I'm 4324.
[AGENT][NEUTRAL] And that was the ER.
[AGENT][NEUTRAL] Bear with me.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, it looks like we received the claim [PII] and processed on [PII], and we need the primary EOB to continue the processing of this claim.
[CUSTOMER][POSITIVE] Perfect. Uh,
[CUSTOMER][NEUTRAL] May I know his primary?
[AGENT][NEUTRAL] Um, let me get that for you, one moment.
[AGENT][NEUTRAL] Allstate benefits.
[CUSTOMER][NEUTRAL] I'm sorry. Could you please repeat that?
[AGENT][NEUTRAL] Uh, it's stating that um the um the employer is working with all state benefits.
[CUSTOMER][NEUTRAL] Uh, yes. Could you please tell me that?
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Hostead.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Uh, can I have a policy ID for that?
[AGENT][NEUTRAL] We don't have that information.
[CUSTOMER][NEUTRAL] Um, OK. Uh,
[CUSTOMER][NEUTRAL] Is it acting for the data services?
[AGENT][NEUTRAL] We cannot confirm that information either. All we have is the name of the major medical based on the group.
[AGENT][NEUTRAL] The employer.
[AGENT][NEUTRAL] You have to call Allstate to get policy number or to get eligibility information.
[CUSTOMER][NEUTRAL] OK. Give me one moment.
[CUSTOMER][NEUTRAL] Do you have a phone number for that?
[AGENT][NEUTRAL] No, no, we don't have that information either.
[AGENT][NEUTRAL] We only have the name, that's all we can see, just the name.
[CUSTOMER][POSITIVE] Thank you so much for that.
[CUSTOMER][NEUTRAL] OK, no problem. Can I have the claim number, please?
[AGENT][NEUTRAL] All right. Um, let me go back to that claim.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, the claim number is 3546903.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Thank you so much, uh yes.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Can I have the call reference number, please? Uh, before that, could you spell your name for the documentation purpose?
[AGENT][NEUTRAL] My name is [PII]. That's [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much, sir. That's it for today. Have a great day.
[AGENT][POSITIVE] You're Welcome to you as well and thank you for calling APL.