AccountId: 011433970860
ContactId: 98ad4399-0fbc-4d91-a4fb-89018c00e427
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214410 ms
Total Talk Time (AGENT): 52596 ms
Total Talk Time (CUSTOMER): 87227 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/98ad4399-0fbc-4d91-a4fb-89018c00e427_20250624T14:33_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] calling from provider's office.
[AGENT][NEUTRAL] Hi, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And how can I assist?
[CUSTOMER][NEUTRAL] Yes, so I need to claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh, sure. Before you further, this call is being recorded for training and quality purpose. Yeah, and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 622
[CUSTOMER][NEUTRAL] 44 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah. The patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Oh yeah, the tax ID is [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I'm showing the claim was denied because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] Well,
[CUSTOMER][NEUTRAL] Uh, actually, we send the primary U be on [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm not showing we have it. Let me just double check, make sure. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, I'm not showing we received an EOB we only got the claim.
[CUSTOMER][NEUTRAL] Oh OK, sure, no worries. Uh, how can you we send you the UV through a X or something?
[AGENT][NEUTRAL] However you want I can give you the fax number, the payer ID, or the mailing address, whichever you choose.
[CUSTOMER][NEUTRAL] Uh, you can help me with the facts. Just a moment, just a moment, [PII].
[AGENT][NEUTRAL] Fax number.
[CUSTOMER][NEUTRAL] Uh, yeah, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Uh yeah, I'm sir.
[CUSTOMER][NEUTRAL] You can help me with the fax number?
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 942-3, correct?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. OK, got it. OK, so can you help me with the call this number, [PII]?
[AGENT][NEUTRAL] Reference is just my name [PII] last [PII] [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that's it. Thank you so much, [PII], for your assistance. Have a, have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.