AccountId: 011433970860
ContactId: 973915b1-8739-4ead-a192-0ad1e67da9c0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348829 ms
Total Talk Time (AGENT): 87697 ms
Total Talk Time (CUSTOMER): 97186 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/973915b1-8739-4ead-a192-0ad1e67da9c0_20250501T20:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APS. This is how may I help you?
[CUSTOMER][NEUTRAL] Hi, I was, uh, calling to check status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you Miss [PII], and then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] I am so sorry you are cutting out on me. I don't know if it's on your end or my end. Um, I think you want the patient's information.
[AGENT][POSITIVE] Oh goodness, it might be mine.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] OK, um, [PII], um, date of your ID number. I'm sorry.
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] OK, uh, 01947661.
[AGENT][NEUTRAL] OK, let me pull in that policy for us real quick, can you hear me at all?
[CUSTOMER][POSITIVE] OK, thanks.
[CUSTOMER][NEUTRAL] I can. It's like you're underwater. It's in and out.
[AGENT][NEGATIVE] Oh no. Oh God.
[CUSTOMER][POSITIVE] That's OK, we'll make it work.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, I've got it pulled up. What is the data service and the charge?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Let's see, um, there's just 2 and everything else paid, so I'm wondering if you even received this will not be past time like, um, data service 2224.
[CUSTOMER][NEUTRAL] And 2724 um.
[CUSTOMER][NEUTRAL] The total bill was $1190.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary paid?
[CUSTOMER][NEUTRAL] Um, the charge after primary was 137. 28.
[AGENT][POSITIVE] Thank you. And what's the name of the facility?
[CUSTOMER][NEUTRAL] The Center for Cancer and Blood Disorders or Oncology hematology consultants.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me Ms. [PII]. So looking on the dates of service that you gave me, I do not find a claim on file.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, 22 and 27.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, uh, is it past timely at this point?
[AGENT][NEUTRAL] No, we don't have a time filing limit.
[CUSTOMER][NEUTRAL] OK, um, do you have a fax number?
[AGENT][NEUTRAL] Yes, ma'am. That's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 9423. OK, do I need to put a cover sheet on them?
[AGENT][NEUTRAL] You could put a cover sheet and just um make it to the claims department.
[CUSTOMER][NEUTRAL] OK, and then you need the primary EOB as well?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, awesome, I will get that over to y'all.
[AGENT][NEUTRAL] Otherwise, it'll, otherwise, you'll get a letter and they'll send you a letter and ask you for it. So, yeah, please send the EOB.
[CUSTOMER][NEUTRAL] Yeah, no, that's fine.
[CUSTOMER][POSITIVE] I will do that. Thank you so much for your help. I appreciate it.
[AGENT][POSITIVE] OK, you're welcome, Miss [PII]. You have a wonderful night. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Alright bye.
[CUSTOMER][NEUTRAL] Bye bye.