AccountId: 011433970860
ContactId: 9876e143-f2f6-4cf0-bb89-271f5a4b24e2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152470 ms
Total Talk Time (AGENT): 39017 ms
Total Talk Time (CUSTOMER): 66587 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9876e143-f2f6-4cf0-bb89-271f5a4b24e2_20250514T16:11_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with the care team at APL. I have a Dolores [PII] on the line. She said that she is getting um a claims denial because she didn't fax in the EOB from the from the primary insurance, but I'm seeing that on my end. Is it all right if I transfer her over to you?
[AGENT][NEUTRAL] Let me take a look, do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes ma'am, I do. Uh, let me get you the new policy number 79318.
[CUSTOMER][NEUTRAL] And let me know when you're ready for the claim number.
[AGENT][NEUTRAL] And that was 79318?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] And I verified her it is [PII].
[AGENT][NEUTRAL] OK. What, what participant is it for?
[CUSTOMER][NEUTRAL] Part two.
[AGENT][NEUTRAL] And what claim number is it?
[CUSTOMER][NEUTRAL] 359-862-8
[AGENT][NEUTRAL] And you said she said she sent us the EOB?
[CUSTOMER][NEUTRAL] When I looked in OnBase, I saw one that was from Blue Cross Blue Shield with the procedure codes, um, but I didn't know if there's something that I'm just missing on my half on my end.
[AGENT][NEUTRAL] Let me see if I can see what we got in for that date.
[CUSTOMER][NEUTRAL] Yeah, she said she sent it back on the [PII].
[AGENT][NEUTRAL] And what piece of mail are you looking at? What is it, because I don't see no EOB under that claim number that you gave me. I just see the UB.
[AGENT][NEUTRAL] Are you seeing that mail under a different, an EOB under a different piece of mail?
[CUSTOMER][NEUTRAL] Maybe it's, maybe it's the UB.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] No, I saw it under mail. Can you hear me?
[AGENT][NEUTRAL] If you're saying something, I can't hear you. All I hear is static now.
[CUSTOMER][NEUTRAL] Oh,
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] How about now?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Can you hear me, ma'am?
[AGENT][NEUTRAL] If you're talking, I can't hear anything you're saying. All I hear is static.
[CUSTOMER][NEUTRAL] I'm just gonna go ahead and