AccountId: 011433970860
ContactId: a2eb61b5-8fc1-43f3-86ca-abced34e91b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 406859 ms
Total Talk Time (AGENT): 153143 ms
Total Talk Time (CUSTOMER): 144034 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/a2eb61b5-8fc1-43f3-86ca-abced34e91b9_20250606T17:23_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII], and I'm calling from provider office, and this call may be recorded for quality and training purposes, and, uh, I'm checking for the claims, uh, uh, claim. Actually the claim is denied for the primary UB, so I will fax the primary OB. So I just know this. I just want to know the status for that.
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, [PII] and what was the rest?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you so much, [PII]. And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number it is uh.
[CUSTOMER][NEUTRAL] 02298883 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] OK, give me just one moment.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yeah, the patient name is [PII] date of birth it's uh [PII].
[AGENT][NEUTRAL] And do you have the claim number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the claim number it is uh.
[CUSTOMER][NEUTRAL] 357-918-9.
[AGENT][NEUTRAL] 357-918-9
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh and for this one we fax the primary will be on uh [PII].
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, it looks like [PII] submitted that claim number, so [PII] will need to call us.
[AGENT][NEUTRAL] Um, to discuss that because you have 357-918-9.
[CUSTOMER][NEUTRAL] 357-9189, yeah.
[AGENT][NEUTRAL] Yes, it looks like [PII] submitted that claim, um, so in order for us to discuss that claim, [PII] will need to be the one to call us and did you say you faxed something over to us as well?
[CUSTOMER][NEUTRAL] Yeah, we fax the primary will be.
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And where did you send the fax to? Do you have the number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[AGENT][NEUTRAL] I'm not showing anything has been sent yet.
[CUSTOMER][NEUTRAL] Because, uh, previously we called the rep stated that it was denial for the primary EOB and then, uh, we proved them we already submitted a primary will be the rep stated that that, uh, primary which we submitted that was not getting match with the claim. So we again submitted in a primary will be on [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, and I looked at all the claim documents and that that EOB is not in there.
[AGENT][NEUTRAL] So you'll need to fax it again or I can give you our uh mailing address and you can mail that to us.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Uh, no, I will fax it, but, uh, I just want to know one more thing. You said that the claim was submitted by the [PII], so the [PII] should be get follow up on this one. What is the meaning of that because I'm not getting it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yes, because she's the one who submitted the claim, we can only talk to the person who submitted the claim.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] It's possible we also submitted the claim.
[AGENT][NEUTRAL] You can
[CUSTOMER][NEUTRAL] On [PII], sorry, [PII].
[AGENT][NEUTRAL] Yes, and I'm not showing anything that has or any documents that shows we received um a primary EOB so that will need to be resent. You can send that on her behalf, but I can't.
[CUSTOMER][NEUTRAL] So that primary.
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] Means we, we need to submit that uh primary or I need to contact to her.
[AGENT][NEUTRAL] You can submit the primary EOB um for the claim.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And that that fax number was correct, [PII]. That is the correct fax number. due attention claims department.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So what will be the attention?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] That's only I used on that.
[CUSTOMER][NEUTRAL] Yeah, that's the same thing I used previously.
[CUSTOMER][NEUTRAL] OK, can you provide me the mailing address also? Yeah, yeah, if it is not work then I will mail it.
[AGENT][NEUTRAL] Would you like our mailing address just in case? Sure. It'll be [PII].
[AGENT][NEUTRAL] OK, it will be [PII], [PII].
[AGENT][NEUTRAL] In [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So [PII] and after that?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] OK, thank you so much um have a great day just spell, uh, can you please spell your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII], so [PII], last initial [PII], and for a call reference, you can use my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much bye for now.
[AGENT][NEUTRAL] Alright thank you for calling APL.