AccountId: 011433970860
ContactId: 9db60463-1031-4115-9869-44257f25d052
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 564489 ms
Total Talk Time (AGENT): 138928 ms
Total Talk Time (CUSTOMER): 116548 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/9db60463-1031-4115-9869-44257f25d052_20250211T14:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, sir. This is [PII] calling on behalf of provider of client service. How are you doing today?
[AGENT][POSITIVE] I'm good, thank you. How about you?
[CUSTOMER][POSITIVE] I'm doing great, thanks for asking. And could you please help me to check the claim status?
[AGENT][NEUTRAL] Sure, I can assist you with claim status and how do you spell your name?
[CUSTOMER][NEUTRAL] [PII]. This is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK. It is [PII] and there is no extension.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the patient policy number.
[CUSTOMER][NEUTRAL] OK. The patient policy number is
[CUSTOMER][NEUTRAL] On. It is 241-342-9 M as in Mike, L as in Lima, 7.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] OK, the patient name is.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] What is the first name?
[CUSTOMER][NEUTRAL] [PII]. It is [PII].
[AGENT][NEUTRAL] That's the, that's the last name. Do you know what's the first name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. All right, and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] OK. The date of service of [PII] and the charge amount is, right, uh.
[CUSTOMER][NEUTRAL] OK, the charge amount is $7,838 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] And for future you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] gonna be one more minute. I'm searching.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm alright uh so it looks like um we did receive and process the claim. It was received on.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On [PII], and it was processed [PII].
[AGENT][NEUTRAL] And it looks like we're, we still need the explanation of benefits from the primary insurance to continue the processing of the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But uh as for checking here, the
[CUSTOMER][NEUTRAL] Primary I already send the price. Could you please verify that because
[AGENT][NEUTRAL] Um, let me see.
[CUSTOMER][NEUTRAL] It is received or not?
[AGENT][NEUTRAL] Let me check and see if it's pending because I don't see anything on their process so bear with me just a second. I'm gonna pull pending claims to be processed and see if it's there.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] When was it sent?
[CUSTOMER][NEUTRAL] OK, one minute.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. It is sent on uh [PII] and it is [PII] and it is [PII].
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Date on this one.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, so it looks like we recently received this. Um, let me make sure that everything is here.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So, are you there?
[AGENT][NEUTRAL] I'm still here. I'm looking at the documents, OK, bear with me.
[AGENT][NEUTRAL] OK, yeah, it looks like it was recently received on yesterday.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So it is in line to be processed.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when are the normal processing time?
[AGENT][NEUTRAL] 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the
[CUSTOMER][NEUTRAL] Claim number
[AGENT][NEUTRAL] No, uh, it's not processed. There's no claim number.
[AGENT][NEUTRAL] Again it was received on yesterday, so there's no claim number.
[AGENT][NEUTRAL] It's under the pending claims to be processed.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Just received.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number for this call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[AGENT][NEUTRAL] Do you need the spelling of my name or any other information?
[CUSTOMER][POSITIVE] OK, thanks for your time.
[CUSTOMER][NEUTRAL] Um no.
[AGENT][POSITIVE] OK, thank you for calling APO. You have a good day, Miss [PII].
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I