AccountId: 011433970860
ContactId: a9d8e2b3-0d86-49b1-88bf-fcfb7dddf465
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315899 ms
Total Talk Time (AGENT): 102700 ms
Total Talk Time (CUSTOMER): 97765 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/2025/05/14/a9d8e2b3-0d86-49b1-88bf-fcfb7dddf465_20250514T16:05_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]. My name is [PII] [PII] Last name initial is [PII]. I'm looking for claim status. Can you help me for that?
[AGENT][NEUTRAL] Yes, I can help with claim status. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number of the patient is
[CUSTOMER][NEUTRAL] 921-397.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And data service and build charges.
[CUSTOMER][NEUTRAL] 66 2024. bill amount $1,111.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, it looks like we received that on.
[AGENT][NEUTRAL] Received on [PII].
[AGENT][NEUTRAL] Yeah, let me
[AGENT][NEUTRAL] Um, benefits are only payable if major medical insurance provides benefits.
[AGENT][NEUTRAL] Um, so we would need a, uh, EOE showing that they process the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you check we have submitted primary OB through uh through paper claim on 923-2024?
[CUSTOMER][NEUTRAL] Through mailing address.
[AGENT][NEUTRAL] What and the bill charges were.
[AGENT][NEGATIVE] We we received another claim for that, but it was for different bill charges.
[CUSTOMER][NEUTRAL] SIM.
[CUSTOMER][NEUTRAL] It's $1,111 only. On [PII], we have submitted for the same patient.
[AGENT][NEUTRAL] OK, it doesn't look like we received that. Can you send that again?
[CUSTOMER][NEUTRAL] There is no claim on file? OK. What is the claim number? Under claim number, we have to submit claim number, what is the claim number for the, which is denied?
[AGENT][NEUTRAL] 349-9129.
[CUSTOMER][NEUTRAL] OK. This is the claim number?
[CUSTOMER][NEUTRAL] And um,
[CUSTOMER][NEUTRAL] And what is the time frame to submit?
[AGENT][NEGATIVE] Uh, there's no timely filing.
[CUSTOMER][NEUTRAL] And the mailing address?
[AGENT][NEUTRAL] Billing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Can you, can you spell out [PII]?
[AGENT][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] Can you, OK, I was messed out. Can you spell it out again? [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] City.
[AGENT][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] [PII]. And uh what was the state?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And [PII], correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And ZIP code?
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] There is no time frame. We need to resubmit the primary UB to you. It's correct?
[AGENT][NEUTRAL] Yes, we need to, and it needs to show that the primary insurance considered the claim and applied it towards deductible, co-pay, or uh co-insurance.
[CUSTOMER][NEUTRAL] It, it was applied to a deductible. OK, can you give me the call reference number to today's call and your name?
[AGENT][NEUTRAL] The call reference number is my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Can you spell out your name? [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Great to speak with you. Bye.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.