AccountId: 011433970860
ContactId: a4d0ae60-08f0-4b85-96f1-3540e829b93c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176380 ms
Total Talk Time (AGENT): 69160 ms
Total Talk Time (CUSTOMER): 70246 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/a4d0ae60-08f0-4b85-96f1-3540e829b93c_20250422T13:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII], my name's [PII]. I'm calling from Geisinger. Can I do a claim status on something?
[AGENT][NEUTRAL] Of course, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Sure. [PII]. The number for the patient is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh.
[AGENT][POSITIVE] I see a lot of tools. Can I have that member's name and date of birth, [PII]? And I'll be able to assist you.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. So let me give you the correct policy number.
[CUSTOMER][POSITIVE] Oh, that would be helpful.
[AGENT][NEUTRAL] Let me know when you're ready for.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Mhm, I'm ready.
[AGENT][NEUTRAL] It's 258-1804. That's 2581804.
[CUSTOMER][NEUTRAL] OK. Is that a primary or secondary?
[AGENT][NEUTRAL] This is a gap insurance.
[CUSTOMER][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] Oh, it's a gap, so that's secondary.
[AGENT][NEUTRAL] What is the procedure called [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is, there's two of them on this claim. It's 99213 and 31231.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This this claim was submitted [PII]. It was processed [PII]. There was no payment made on this claim, and the reason why there was no payment is because the benefits were maxed out.
[AGENT][NEUTRAL] For the calendar year, would you like the claim number?
[CUSTOMER][POSITIVE] I would love that.
[AGENT][NEUTRAL] It is 3,549,460.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right, um, I don't have an EOB. Is there any way I can get that so I can, it needs to be entered before I bill the patient?
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] Fax number [PII].
[CUSTOMER][NEUTRAL] [PII] and if it can put attention back M.
[AGENT][NEUTRAL] So I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Alright then, I'm gonna send this over for you. Is there anything else that I could assist you with today?
[CUSTOMER][POSITIVE] That's it. Thank you very much for your help.
[AGENT][POSITIVE] Thanks for calling APL. You have a great day as well.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks. Goodbye.