AccountId: 011433970860
ContactId: 9f96b9b4-b734-42d0-b193-e55ea068004f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 429059 ms
Total Talk Time (AGENT): 164296 ms
Total Talk Time (CUSTOMER): 113563 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/9f96b9b4-b734-42d0-b193-e55ea068004f_20250428T12:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for claim status.
[AGENT][POSITIVE] I'm sure [PII], I can assist you with claim status and first I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] The contact number just.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 025799973 M like Mike L Larry, number 8.
[AGENT][NEUTRAL] OK. Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I have several dates. The first is [PII], built out [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received this claim on.
[AGENT][NEGATIVE] We received the claim on [PII]. It processed on [PII], and this one is denying because we need the ELB from the primary insurance company.
[CUSTOMER][NEUTRAL] OK, could I, um, do they have to be mailed or could I fax it?
[AGENT][NEUTRAL] Yes, ma'am. You can fax it. Um, our fax number is.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, so that's [PII].
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] And what's the claim number?
[AGENT][NEUTRAL] Um, the claim number is.
[AGENT][NEUTRAL] 358-819-3.
[CUSTOMER][NEUTRAL] Alright, the next state, same patient is [PII] there out 328.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received this claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] The claim number is 3591405.
[CUSTOMER][NEUTRAL] I've
[AGENT][NEUTRAL] And it paid out for $55 even.
[AGENT][NEUTRAL] And I have the check number here if you need that.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It was a single check for $55. The check number is 2040122.
[CUSTOMER][NEUTRAL] OK, thank you. The next date of service is [PII] for 290.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I was like.
[CUSTOMER][NEUTRAL] It's weird, yeah, it's not, um, I know.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, we received this claim on March, um, I'm sorry, [PII].
[CUSTOMER][POSITIVE] Thank.
[AGENT][NEUTRAL] It processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The claim number is 3591402.
[AGENT][NEUTRAL] It also paid out for $55.
[AGENT][NEUTRAL] A single check and the check number is 204.
[CUSTOMER][NEUTRAL] When I was
[AGENT][NEUTRAL] 0121.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hm, next state same patient is gonna be 328-25 build them out 164.
[AGENT][NEUTRAL] OK, this one for 328-25. I'm not showing it on file.
[CUSTOMER][NEUTRAL] OK, let me see something here 328.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, that was just me.
[CUSTOMER][NEUTRAL] OK, the next date is gonna be 33125 for 290.
[AGENT][NEUTRAL] OK, we received this one on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] The claim number is 359.
[AGENT][NEUTRAL] 1394.
[AGENT][NEUTRAL] It paid out for $55.
[AGENT][NEUTRAL] And the check number is
[AGENT][NEUTRAL] 2040113.
[CUSTOMER][NEUTRAL] Single payment?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Next date is [PII] for 328.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file and actually the claim for 331, that's the last one I show on file for this um patient.
[CUSTOMER][NEUTRAL] no
[CUSTOMER][NEUTRAL] OK, thank you and um can I have the spelling of your name?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] And 8 do you get reference numbers?
[AGENT][NEUTRAL] You can use my name and today's date for the reference number. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that'll be it. I thank you for your help.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] You as well bye.