AccountId: 011433970860
ContactId: a8b4f65e-0c7e-4f0b-a496-0c2e878517e0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 284579 ms
Total Talk Time (AGENT): 123084 ms
Total Talk Time (CUSTOMER): 98802 ms
Interruptions: 2
Overall Sentiment: AGENT=0.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/a8b4f65e-0c7e-4f0b-a496-0c2e878517e0_20250306T17:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Hey, hi, I'm [PII] calling from office to check about the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and I apologize, your name is again?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][NEUTRAL] OK, and [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. 02341573.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] OK, it's [PII] and [PII].
[AGENT][NEUTRAL] OK, thank you. And Ms. [PII], do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And $28.
[AGENT][NEUTRAL] OK, and the total was $28 for uh data serve [PII] of this year, is that correct?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Oh yeah, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see, and while I'm looking up claim information just to let you know we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[AGENT][NEUTRAL] And I'm showing the claim process is needing the primary EOB.
[CUSTOMER][NEUTRAL] OK, can I get the, yeah, student from the state.
[AGENT][NEUTRAL] Uh, sure. The claim was received on [PII] and I show it processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, can I get the account number?
[AGENT][NEUTRAL] Yes, ma'am. [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm mhm.
[CUSTOMER][NEUTRAL] May I know which one is the primary there?
[AGENT][NEUTRAL] I'm sorry, say again. I
[CUSTOMER][NEUTRAL] The primary current details.
[AGENT][NEUTRAL] Uh, you will have to contact the insured to verify who their primary is because this policy is secondary only.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Will the primary movie, OK.
[CUSTOMER][NEUTRAL] Can I get the mailing address?
[AGENT][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the DSA, the I I.
[AGENT][NEUTRAL] Uh, there's no time limit to submit.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] And if you like, I can give you our fax number if you would like to fax that information to us.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah, sure. Yeah.
[AGENT][NEUTRAL] You said sure.
[CUSTOMER][NEUTRAL] The tax number? Yeah.
[AGENT][NEUTRAL] OK, uh, fax number is 877, excuse me, 3659423.
[CUSTOMER][POSITIVE] Thank you so much. Could you repeat out your name.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] I get the call reference number.
[AGENT][NEUTRAL] Uh, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you so much first you have a good day.
[AGENT][POSITIVE] Alright, you too, Ms. [PII], and thank you for calling APL. Bye.
[CUSTOMER][NEUTRAL] Bye bye.