AccountId: 011433970860
ContactId: a4237244-379d-47da-80b7-83d3183b2326
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 670690 ms
Total Talk Time (AGENT): 105239 ms
Total Talk Time (CUSTOMER): 293739 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/a4237244-379d-47da-80b7-83d3183b2326_20250106T19:03_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, one more time, can you repeat your name?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, [PII], right? Alright. Hello this uh [PII] is calling from the provider's office. Could you have with the same status?
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] I'm sure I can assist you with claim status. Could I please get your name one more time and a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Of course I can give you that information.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] You can uh write my name [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Also the last initial of my name is [PII].
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Thank you, [PII]. Now, can I get the, yes, I got it. And now I need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yes, of course. [PII].
[CUSTOMER][NEUTRAL] Extension you can use [PII].
[AGENT][NEUTRAL] Thank you, now I need. Yes, I got it. Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] Uh yes, of course I can give you that information. So here's the member ID 4 x 975.
[CUSTOMER][NEUTRAL] Those
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. It's not enough digits. Um, do you have the member's social?
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] No, I don't have it. Let me tell you again what is the member ID 9999975.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, patient name is [PII] and date of birth.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Data service 313 23 and the bill amount $354.72.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Actually at this claim.
[CUSTOMER][NEUTRAL] I also have, I don't have a claim number.
[AGENT][NEUTRAL] OK. What's the date of service again?
[CUSTOMER][NEUTRAL] Uh, it's 3:13 23.
[AGENT][NEUTRAL] OK. Thank you. Yes, sir. I do show that claim on file. Um, I'm showing that the claim denied because this policy expired on
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] That's the termination date, right?
[AGENT][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] Uh, basically I don't have an EOB. I, I requested, uh, previously.
[CUSTOMER][NEGATIVE] 7 days before uh the you will be over my fax number but I didn't get the.
[CUSTOMER][NEUTRAL] EV. So can you send the UOV? Yes.
[AGENT][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] And also give me the claim number first.
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] OK, that claim number is 3412308.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And one moment, I'm waiting on my system to pull up the fax, so I can fax it to you. One moment.
[CUSTOMER][NEUTRAL] Alright, fax number.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You need that.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh yeah.
[CUSTOMER][NEUTRAL] 36 4.
[CUSTOMER][NEUTRAL] 964
[CUSTOMER][NEUTRAL] Oh, EV hello.
[AGENT][NEUTRAL] Yes, one moment. I'm still waiting on my system. OK, I'm ready for the fax number.
[CUSTOMER][NEUTRAL] Yeah, before I'm giving you the fax number, give me the when you receive the claim and the process.
[AGENT][NEUTRAL] OK, we received the claim. We received the claim on [PII].
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim was processed on [PII].
[CUSTOMER][NEUTRAL] Alright, and here is the fax number fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And uh you can give attention.
[CUSTOMER][NEUTRAL] To to the name AKA.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] All right, you got it?
[AGENT][NEUTRAL] OK. And again, that fax number is [PII].
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes and yes, I sent it to that attention, I attention the name. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] And you also
[CUSTOMER][POSITIVE] Mhm give me the call reference number and thank you so much for the information.
[AGENT][NEUTRAL] Um, yes, the call reference number is my name and today's date.
[CUSTOMER][NEUTRAL] So E L.
[AGENT][NEUTRAL] Yes sir.
[CUSTOMER][NEUTRAL] Oh that's
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Did you use the same um attention, right?
[AGENT][NEUTRAL] Yes, I did.
[CUSTOMER][POSITIVE] All right, thank you so much for the information. Have a wonderful day. Bye for now.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I don't I don't.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] more.
[CUSTOMER][NEUTRAL] You know,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] I understand I understand.
[CUSTOMER][NEUTRAL] I I.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] I appreciate
[CUSTOMER][NEUTRAL] 10 minutes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So there's another.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] How far out.
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What.
[CUSTOMER][NEUTRAL] about
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] I just
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] the
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.