AccountId: 011433970860
ContactId: a22b8c88-816e-4d51-b993-d8b926a5a097
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 345119 ms
Total Talk Time (AGENT): 113083 ms
Total Talk Time (CUSTOMER): 117255 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/a22b8c88-816e-4d51-b993-d8b926a5a097_20250429T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office, Hillcrest Hospital. Actually, I'm looking for a claim status. Can you help me with that?
[AGENT][POSITIVE] Yes, of course, I can help you with claim status.
[AGENT][NEUTRAL] What did you say your name was again?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][POSITIVE] OK, thank you. And then what's a good callback number in case our call gets dropped?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, perfect, thank you.
[CUSTOMER][NEUTRAL] So.
[AGENT][NEUTRAL] And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, just a moment. The policy number is
[CUSTOMER][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] 024
[CUSTOMER][NEUTRAL] 773-69.
[AGENT][POSITIVE] Perfect, thank you.
[CUSTOMER][NEUTRAL] 1417465824.
[AGENT][NEUTRAL] OK. Patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have a data service and the charge amount?
[CUSTOMER][NEUTRAL] The date of service is [PII] with the total charge amount is $2,943.72.
[AGENT][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] to
[AGENT][NEUTRAL] Give me just one second. I'm gonna pull up this claim really quick.
[AGENT][NEUTRAL] OK, and this looks like it was for an ER visit.
[AGENT][NEUTRAL] And I have that claim number if you would like it.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] It is 351.
[AGENT][NEUTRAL] 6008.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] And the received date for this claim.
[CUSTOMER][NEUTRAL] Right
[AGENT][NEUTRAL] was [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the process date is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] You
[AGENT][NEGATIVE] And it looks like this claim was denied.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Because we are awaiting the EOB.
[CUSTOMER][NEUTRAL] Need primary UV.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK, can you provide me the mailing address in which we need to send the UV.
[AGENT][NEUTRAL] Yes, of course. It's [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] 950.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] 731
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you and the timely filing is TFN?
[AGENT][NEUTRAL] There is no filing limit to submit a claim.
[CUSTOMER][NEUTRAL] OK, and uh one more thing.
[CUSTOMER][NEUTRAL] Patience effective date, can you provide me?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like, did you say the effective date?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, just one second.
[AGENT][NEUTRAL] OK, so the effective date for the policy is [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII] is uh is there any term date or
[AGENT][NEUTRAL] Yes, so this policy is no longer active, and it looks like it lapsed on, yes, [PII].
[CUSTOMER][NEUTRAL] The term is
[CUSTOMER][NEUTRAL] Time down [PII].
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] Yes, the call reference number is my first name, [PII]
[AGENT][NEUTRAL] Last initial [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK, OK, [PII], have a good day. Bye-bye.
[AGENT][POSITIVE] Yes. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you.
[AGENT][POSITIVE] Thank you. Thanks for calling APL. You have a good day too.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh