AccountId: 011433970860
ContactId: 9374c11b-a9f8-49a6-84c1-8316806f9bfe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459839 ms
Total Talk Time (AGENT): 104647 ms
Total Talk Time (CUSTOMER): 163103 ms
Interruptions: 2
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/9374c11b-a9f8-49a6-84c1-8316806f9bfe_20250527T22:13_UTC.wav
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[CUSTOMER][NEUTRAL] not
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] [PII] here. I'm calling from provider office and I just wanted to check the claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] And then what was your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, [PII], do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[AGENT][NEUTRAL] Yes, the policy number
[CUSTOMER][NEUTRAL] 18,052,040
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I didn't pull anything up under that policy number. What was it again?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The policy number is 18,052,040.
[AGENT][NEUTRAL] I'm not pulling anything up under that. Do you have the last name of the patient?
[CUSTOMER][NEUTRAL] Yeah, the last name of the patient is [PII] and the first name of the patient is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I'm not pulling up that name or policy number. Do you have a social security number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The last four digits of the Social Security number is [PII].
[AGENT][NEUTRAL] Uh, I have to have the full social security number.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah, the complete security number is [PII].
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Older.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's last name is [PII] and the first name is [PII], and the date of birth of the patient is [PII].
[AGENT][NEUTRAL] Data service and bill charges.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charges is $59,612. 53 cents.
[AGENT][NEUTRAL] Claim was received on [PII]. Process [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And.
[AGENT][NEGATIVE] It looks like the claim was denied. The place of service was not a covered place of service under the policy.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, the claim is denied because of the non-covered place of service, is that correct?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] And the date of denial is [PII].
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] All right and.
[CUSTOMER][NEUTRAL] OK. Can you please help me with the claim number?
[AGENT][NEUTRAL] Claim number is 3603909.
[CUSTOMER][NEUTRAL] All right, so
[CUSTOMER][NEUTRAL] Can you please send me the UV or ERA for the same on the address?
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] You need our mailing address?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The our provider mailing address.
[AGENT][NEUTRAL] Oh, OK, um, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Also
[AGENT][NEUTRAL] Uh, the address on that claim is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Sorry, can you repeat that?
[AGENT][NEUTRAL] The address on the claim is [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] one.
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] Did, did you have any other questions?
[CUSTOMER][NEUTRAL] No, as of now, just because you to please send the area you will be on the uh said uh mailing address.
[AGENT][NEUTRAL] Oh, I can fax one. What's your fax number?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] I mean, we, we sent the EOB on the [PII].
[AGENT][NEUTRAL] Um, so it probably would have mailed on the [PII]. So do you want to allow a little more time to receive it?
[CUSTOMER][NEUTRAL] Sure. And the fax number is, please note down the fax number.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's 888.
[CUSTOMER][NEUTRAL] 6031969
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] All right. Can you please help me with the call reference number?
[AGENT][NEUTRAL] The reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Can you please spell out your name, [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] All right, [PII]. Thank you for the information and I appreciate your help for the providing all the information. Have a great day, [PII]. Thank you very much.
[AGENT][POSITIVE] Thanks for calling APL. You as well bye bye.