AccountId: 011433970860
ContactId: 909f8a2e-967f-4c70-afc9-3b719134c998
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 326160 ms
Total Talk Time (AGENT): 93235 ms
Total Talk Time (CUSTOMER): 61586 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/909f8a2e-967f-4c70-afc9-3b719134c998_20250527T13:42_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi. My name is [PII] and I'm calling from the provider's office for medical claim status.
[AGENT][NEUTRAL] I can help you with claim status. Can I get a good callback number in case we get disconnected, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the claim number? I'm sorry, and the policy number.
[CUSTOMER][NEUTRAL] It's going to be
[CUSTOMER][NEUTRAL] 02511179.
[CUSTOMER][NEUTRAL] M as in mango, L as in Lima, 7.
[AGENT][NEUTRAL] OK, one moment while I look it up.
[AGENT][NEUTRAL] Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] Valid. Date of birth is [PII].
[AGENT][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] Yeah, it's from, it's a date range [PII].
[AGENT][NEUTRAL] I'm sorry, could you repeat that? It looks like we broke up during that.
[CUSTOMER][NEUTRAL] Yeah, it's from [PII].
[CUSTOMER][NEUTRAL] To [PII].
[AGENT][NEUTRAL] OK, one moment while I look that up.
[AGENT][NEUTRAL] And what was the total bill amount?
[CUSTOMER][NEUTRAL] Um, it's going to be, one second. It's 152013.00.
[AGENT][NEUTRAL] OK. One moment.
[AGENT][NEUTRAL] OK, it looks like we've received that claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] The claim number is 35.
[AGENT][NEUTRAL] 651-92.
[CUSTOMER][NEUTRAL] OK. Is this claim processed or or denied?
[AGENT][NEUTRAL] You what?
[AGENT][NEGATIVE] It looks like it was denied because we need a copy of the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] Got it. And can I get the primary insurance name?
[AGENT][NEUTRAL] Sure, one moment.
[AGENT][NEUTRAL] It is UHC.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] And can I get the mailing address to sending uh primary?
[AGENT][NEUTRAL] The mailing address [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is the timely filing limit?
[AGENT][NEGATIVE] We don't have timely filing limits.
[CUSTOMER][POSITIVE] Got it. Thank you so much for that. And can I get the call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial in today's date. So [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you and have a nice day.
[AGENT][POSITIVE] Have a great day, [PII]. Thank you for calling APL.