AccountId: 011433970860
ContactId: a3129fb9-3995-4d21-930c-0f04a3f90a17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254720 ms
Total Talk Time (AGENT): 70495 ms
Total Talk Time (CUSTOMER): 90947 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/a3129fb9-3995-4d21-930c-0f04a3f90a17_20250523T13:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] 02361622 M as in Mike L as in Lima number 7.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] and the total charge amount on the claim will be $5,611.25.
[AGENT][NEUTRAL] Uh, we received the claim on 4-1-2025, process 43-2025.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Benefits are payable only if major medical insurance provides benefits.
[CUSTOMER][NEUTRAL] Is that is requesting for primary insurance UB?
[AGENT][NEUTRAL] No, um, we, we need a primary explanation of benefits showing benefits were paid.
[CUSTOMER][NEUTRAL] All right, and previously, we have sent it on [PII]. Could you please check that?
[AGENT][NEUTRAL] Uh, it doesn't look like we've received it yet.
[CUSTOMER][NEUTRAL] I and
[CUSTOMER][NEUTRAL] You have not received it, right?
[AGENT][NEUTRAL] Right, if you send at [PII], um, I'd allow a little bit more time for it to show up in our system.
[CUSTOMER][POSITIVE] Thank you so much for this information. And for my documentation purpose, could you please help me with your mailing address where we can uh uh send those informations.
[AGENT][NEUTRAL] Our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much. And could you also please help me with your fax number?
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Can I have the time finding limit?
[AGENT][NEGATIVE] Uh, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] And next time, in case if, if it is required to send again, uh, may I know, uh, we need to send the claim form and the explanation of benefits or just the explanation of benefits is enough?
[AGENT][NEUTRAL] Uh, the explanation of benefits is enough if you can just reference the claim number.
[CUSTOMER][NEUTRAL] All right, thank you so much for this information to make sure, uh, the claim number is 35843551.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And may I know what method do you prefer, fax or mail?
[AGENT][NEUTRAL] Um, either one is fine.
[CUSTOMER][NEUTRAL] All right. One moment.
[CUSTOMER][POSITIVE] And thank you so much for all this information. And can I have a reference number for our call today?
[AGENT][NEUTRAL] Uh, reference number is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] All right. Thank you, [PII], for your assistance. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thank you for calling APL you as well. Bye-bye.