AccountId: 011433970860
ContactId: 9cf8941b-fb59-468b-ba6d-5bfbfefdc12e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 325779 ms
Total Talk Time (AGENT): 88596 ms
Total Talk Time (CUSTOMER): 132707 ms
Interruptions: 4
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/9cf8941b-fb59-468b-ba6d-5bfbfefdc12e_20250623T22:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status. Is this the medical claims department?
[AGENT][NEUTRAL] OK, I could check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] This is [PII]. Can you spell out your name for documentation?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] Sure, it's [PII] Initial your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] And then do you have
[CUSTOMER][NEUTRAL] Yes, it is 02419388 M M as in Mike, L as in Lima, 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] date of birth
[CUSTOMER][NEUTRAL] Patient's last name spelled like [PII]
[CUSTOMER][NEUTRAL] First name spelled like [PII]
[AGENT][NEUTRAL] Do you have that number's date of birth?
[CUSTOMER][NEUTRAL] take first.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] OK, thank you very much. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII], correct?
[CUSTOMER][NEUTRAL] OK, [PII] yes.
[AGENT][NEUTRAL] OK, and then uh what was that bill amount please?
[CUSTOMER][NEUTRAL] OK, and then I
[CUSTOMER][NEUTRAL] $72,099 even.
[AGENT][NEUTRAL] OK, thank you and then do you have the tax ID for this um provider please?
[CUSTOMER][NEUTRAL] Thank you and if you have a tax ID for this um
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII]. It looks like we I have not received a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, so we did receive the payment. It looks like.
[CUSTOMER][NEUTRAL] OK, can I have received it for this?
[AGENT][NEUTRAL] Sure, I can get that original claim. Give me just a moment.
[CUSTOMER][POSITIVE] Sure I can get that
[AGENT][NEUTRAL] So that claim was originally received on [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] So that kind of just.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And it was
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can I have claim number for this?
[AGENT][NEUTRAL] Sure, that is 35.
[CUSTOMER][NEUTRAL] Sure that is 35.
[AGENT][NEUTRAL] 19.
[AGENT][NEUTRAL] 968.
[CUSTOMER][NEUTRAL] 19968. OK, then now is requesting for primary you'll be right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I have primary insurance name?
[AGENT][NEUTRAL] I don't have access. I don't see who is their primary. This is their secondary medical policy.
[CUSTOMER][NEUTRAL] Primary
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Can I have your fax number?
[AGENT][NEUTRAL] Yes, that is 877.
[CUSTOMER][NEUTRAL] It's 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Can I have call reference?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. Um, was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] last initial and date um.
[CUSTOMER][POSITIVE] No, thank you. Have a nice day. Enjoy the rest of the day. Bye for now.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.
[CUSTOMER][POSITIVE] Thank you bye bye.