AccountId: 011433970860
ContactId: 8ea9cb27-53cc-4b26-985e-7bdddef4a048
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 165660 ms
Total Talk Time (AGENT): 62309 ms
Total Talk Time (CUSTOMER): 52149 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/8ea9cb27-53cc-4b26-985e-7bdddef4a048_20250402T14:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I just needed to check um claim status on a claim.
[AGENT][NEUTRAL] OK, I'm happy to check on the claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] That is 025217007.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And are you calling from our provider's office or is it a claim for yourself?
[CUSTOMER][NEUTRAL] It's a writer
[AGENT][POSITIVE] OK, thank you so much. Can I grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And then my callback number will be [PII] 2nd.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What is the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then data service.
[CUSTOMER][NEUTRAL] [PII] 2024.
[AGENT][NEUTRAL] And the build amount.
[CUSTOMER][NEUTRAL] 1597.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for the state of service. A claim was received [PII]. It was denied on the [PII]. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, OK, perfect. All that I needed and also um what is you y'all timely filing?
[AGENT][NEUTRAL] We don't have a timely filing limit so it can still be submitted.
[CUSTOMER][POSITIVE] OK perfect even better. Alright, well thank you so much. If I could just have a call reference number.
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial than today's date. My name again is [PII], which is spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect well thank you so much.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh huh bye bye.