AccountId: 011433970860
ContactId: 926821d0-c48a-484f-838c-5f005d51e961
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241100 ms
Total Talk Time (AGENT): 75646 ms
Total Talk Time (CUSTOMER): 75582 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/926821d0-c48a-484f-838c-5f005d51e961_20250416T21:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office to check on a claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's policy number is 73124.
[CUSTOMER][NEUTRAL] May I know your name one more time?
[AGENT][NEUTRAL] My name is [PII], that's spelled [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Look like that's their policy number. Can you spell the patient's last name?
[CUSTOMER][NEUTRAL] Yes, the patient's last name is [PII].
[AGENT][NEUTRAL] First name is [PII]
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][POSITIVE] Uh thank you.
[CUSTOMER][NEUTRAL] And the middle name is [PII].
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] The bill amount is $4,213 even.
[AGENT][NEUTRAL] So it looks like we did receive a claim for this. One moment.
[AGENT][NEUTRAL] Claim was received, was received on [PII].
[CUSTOMER][NEUTRAL] You receive a plane?
[AGENT][NEUTRAL] The claim was denied [PII], requesting the primary EOB.
[CUSTOMER][NEUTRAL] OK. So, the claim denied for primary EUB, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, OK. Upon checking, the primary UB is on file. Uh, may I know how to, how do you prefer to get the primary UP details?
[AGENT][NEUTRAL] Uh, you can send it via fax or in the US postal mail or we have a payer ID, whatever, uh, works easiest.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] Could you please provide me the call reference number for this one?
[AGENT][NEUTRAL] Uh, call reference is my name with my last initial than today's date. My name again is [PII]. My last initial is [PII].
[CUSTOMER][POSITIVE] Anyway, thank you. Thank you for the information and have a great day. Bye-bye.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.