AccountId: 011433970860
ContactId: 9543644b-e473-4be6-807c-e02d1853589f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214520 ms
Total Talk Time (AGENT): 66639 ms
Total Talk Time (CUSTOMER): 70187 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/9543644b-e473-4be6-807c-e02d1853589f_20250522T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], uh, my name is [PII], and I'm calling from the provider's office regarding a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] I have 023893887.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and it's [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] I have let me pull up the claim. Uh, it's gonna be for data service of $327.25 dollars. Total charge is $51.
[AGENT][NEUTRAL] OK, looks like we received at [PII].
[AGENT][NEUTRAL] Uh, process 411 and let's see.
[AGENT][NEUTRAL] Uh, looks like we were needing a primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, where can I fax that to?
[AGENT][NEUTRAL] Uh, fax number is [PII].
[CUSTOMER][NEUTRAL] And who do I put attention?
[AGENT][NEUTRAL] Uh, claims, and then if you'll get, uh, write down the claim number 358813-3.
[CUSTOMER][NEUTRAL] 123. OK, I do have that. Um, I think that should be it. Um, can I get a reference number for this one, [PII]?
[AGENT][NEUTRAL] Uh, reference is just my name, [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Awesome. I do have one more claim for you. I'm thinking this must be in the same family group, um, so I'm thinking it might be denied the same thing, but I just wanna double check.
[AGENT][NEUTRAL] OK, uh, hold on one moment.
[AGENT][NEUTRAL] And you said same family.
[CUSTOMER][NEUTRAL] I believe so. Let me just pull up cause it has the same last name. Yeah, same family, different child.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, what was that, uh, name and date of birth?
[CUSTOMER][NEUTRAL] Uh, his name is [PII] and it's [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And what was that date of service and bill charges?
[CUSTOMER][NEUTRAL] 327 of $25 for $51.
[AGENT][NEUTRAL] Uh, looks like received 49, process 414 and
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, same thing, and that claim number is 3589037.
[CUSTOMER][POSITIVE] Awesome. OK, I'll fax those to um EOBs over to you guys then. Thank you so much, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thanks for calling APL. I hope you have a great trip. Bye bye.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] You too bye bye.