AccountId: 011433970860
ContactId: 9f11a748-7718-4aa0-b137-2e9859a1a952
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282220 ms
Total Talk Time (AGENT): 125461 ms
Total Talk Time (CUSTOMER): 91406 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/9f11a748-7718-4aa0-b137-2e9859a1a952_20250130T20:16_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] in customer service. How may I help you?
[CUSTOMER][NEUTRAL] Oh hey, very good afternoon. My name is [PII]. I'm calling from the provider office and I'm really checking with the denial claim who can help you with that.
[AGENT][NEUTRAL] All right, [PII], you said uh you're calling to check the status of the claim?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK and uh what is a callback number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, and um what is the policy number you're calling about today?
[CUSTOMER][NEUTRAL] Uh, it's 020.
[CUSTOMER][NEUTRAL] 221
[CUSTOMER][NEUTRAL] 34
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 7.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Alright, give me just a second, let me just pull that policy up.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] All right. Can you verify the um patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, yeah, absolutely. Uh, the patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth, [PII]. Date of birth for the patient?
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Uh, this is for the date of service [PII], and this is for the amount of $340 340 dollars even, and I can see that you guys are the secondary for the patient.
[CUSTOMER][NEUTRAL] And uh this particular claim actually denied for primary EOB.
[CUSTOMER][NEUTRAL] And uh we submitted that information on [PII], so can you just check that whether you guys received that information or not?
[AGENT][NEUTRAL] Of course, Mr. [PII], uh, give me just a second. I'm gonna get you over to our benefits and claims department. I'm gonna give them all this information you just gave me and they're gonna check on that for you, OK?
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Alright, was there anything else I could do for you before I transfer you?
[CUSTOMER][NEGATIVE] No thank you so much.
[AGENT][POSITIVE] All right, well thank you for calling APL and you have a wonderful day. Hold on just a moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] Spring.
[AGENT][NEUTRAL] Mm mm.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[AGENT][NEUTRAL] Hi, [PII], this is memory and customer service. How are you?
[CUSTOMER][POSITIVE] I'm good how are you?
[AGENT][NEUTRAL] I'm good. Um, I have, uh, [PII] on the line calling from a provider's office trying to, uh, check status on a claim, um, that was denied at first, but then they submitted, um, the primary EOB so they wanted to make sure y'all got that and everything's good now.
[CUSTOMER][NEUTRAL] OK, and what's that policy number?
[AGENT][NEUTRAL] 202-2134
[AGENT][NEUTRAL] And it is for P5, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, and I don't know if you need it, but the original data service is 321-2024.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEGATIVE] I don't see what we asked them for um.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] The plot they can.
[AGENT][NEUTRAL] Um, yeah, he told me that, um, the claim on 321-2024 for $340 even was initially denied for a primary EOB and he said that they submitted it, um, this month, so I'm not really sure, um.
[CUSTOMER][NEUTRAL] OK, put it through.
[AGENT][NEUTRAL] OK, uh, his callback number is different though than what's on the screen. It is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII] and that's the direct line.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right, here he comes. Thank you.
[CUSTOMER][NEUTRAL] Hi, this is [PII] with APR claims.