AccountId: 011433970860
ContactId: 972eeb89-8b0e-4d8b-b481-c7377d9832c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264130 ms
Total Talk Time (AGENT): 76651 ms
Total Talk Time (CUSTOMER): 95146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/972eeb89-8b0e-4d8b-b481-c7377d9832c5_20250327T17:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider office. I have one claim with me. Can you please provide the claim status?
[AGENT][NEUTRAL] I can, can you spell your name for me please?
[CUSTOMER][NEUTRAL] Yes, [PII]
[AGENT][NEUTRAL] So your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, or [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, got it and we're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number for you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] My, yes, one second.
[CUSTOMER][NEUTRAL] You need first policy number or callback number?
[AGENT][NEUTRAL] Yeah, either or, it doesn't matter?
[CUSTOMER][NEUTRAL] OK, callback number is [PII].
[CUSTOMER][NEUTRAL] And policy number is.
[CUSTOMER][NEUTRAL] 02450128
[AGENT][NEUTRAL] OK, thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII], last name [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and you're checking claim status for what day?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII] and total charge amount is $2,107.30.
[AGENT][NEUTRAL] OK, so I can see that we are, uh, we've requested a copy of the major medical explanation of benefits, um, I'm showing that this claim was processed on or received [PII], processed [PII], and let me know when you're ready for the.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Claim number?
[CUSTOMER][POSITIVE] Yes. Yes, please.
[AGENT][NEUTRAL] That number is 352-933-1.
[AGENT][NEUTRAL] And you can also check status online at at um [PII].
[CUSTOMER][NEUTRAL] Can you provide the status?
[AGENT][NEUTRAL] We need a copy of the major medical explanation of benefits.
[CUSTOMER][NEUTRAL] Uh, I, you said need to, uh, appeal.
[AGENT][NEUTRAL] This policy is secondary to the major medical plan?
[AGENT][NEUTRAL] We are requesting a copy of the major medical EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, can you spell your name?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] No, uh, call reference number?
[AGENT][NEUTRAL] Is my name in today's date.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] That you know.
[CUSTOMER][NEUTRAL] So need to send medical records. Correct?
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Need to send medical record for further update.
[AGENT][NEUTRAL] The primary explanation of benefits.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, OK, OK, OK, OK, OK, OK.
[CUSTOMER][POSITIVE] Thank you, [PII]. That's all I have for today.
[AGENT][POSITIVE] You're welcome thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.