AccountId: 011433970860
ContactId: 92edbbe2-3c20-46a9-ba1a-0e6edc53e4e8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227179 ms
Total Talk Time (AGENT): 81851 ms
Total Talk Time (CUSTOMER): 69130 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/92edbbe2-3c20-46a9-ba1a-0e6edc53e4e8_20250205T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from provider's office to check the claim status.
[AGENT][NEUTRAL] Yes, ma'am. I can assist you with claim status. Um, could I get your name again and a good callback number first?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII]. Patience. I'm sorry.
[CUSTOMER][NEUTRAL] My last name [PII].
[AGENT][NEUTRAL] And your first name?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's 1578531 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Thank you. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Member's first name is [PII]. Last name is uh [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] And what are the bill charges?
[CUSTOMER][NEUTRAL] And it will
[CUSTOMER][NEUTRAL] $3,426 even.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh yes, ma'am. We received that claim on [PII] and it processed and denied on [PII] because we need the EOB from the primary insurance company and then we received the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] May I have the claim number?
[AGENT][NEUTRAL] Um, yeah.
[AGENT][NEUTRAL] The claim number is 3472119.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One second for me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Black
[CUSTOMER][NEUTRAL] I'm checking whether we have sent you uh UOB or not previously.
[AGENT][NEUTRAL] Yeah, I, yeah, so where we received the claim again, but we still need the EOB. It was sent um again without the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] OK, one second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Over 12.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It's OK.
[CUSTOMER][NEUTRAL] Can I have your fax number so that we can send?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK, 1 2nd.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] $119.
[CUSTOMER][NEUTRAL] May I have the call reference, please?
[AGENT][NEUTRAL] The call reference number is my name and today's date. My name is [PII]. Um it's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, thank you. Thank you so much, [PII]. Have a great day. Bye for now.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] OK