AccountId: 011433970860
ContactId: aa01dabd-8f07-494c-8bcd-18830a982195
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279589 ms
Total Talk Time (AGENT): 87521 ms
Total Talk Time (CUSTOMER): 69709 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/aa01dabd-8f07-494c-8bcd-18830a982195_20250610T16:21_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling to check on a single data service for um
[CUSTOMER][NEUTRAL] It's really claim status even though I've gotten a duplicate denial but I've never received an EOB for the original claim.
[AGENT][NEUTRAL] OK, sure I can get that claim information from that original um sir, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm. It's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 02510727.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. OK, and what was the date of service please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK and then uh do you have that billed amount?
[CUSTOMER][NEUTRAL] Total bill amount is 364.
[AGENT][NEUTRAL] 364. OK, thank you one moment.
[AGENT][NEUTRAL] So, was that amount of the 364, was that before or after, uh, major medical paid?
[CUSTOMER][NEUTRAL] That is before for you, I think 7472.
[AGENT][NEUTRAL] 24/72. OK, thank you one moment.
[CUSTOMER][NEUTRAL] It's what was billed to you guys.
[AGENT][NEUTRAL] Do you have that uh duplicate claim number sir?
[CUSTOMER][NEUTRAL] Um, claim number I have 36079005.
[AGENT][NEUTRAL] OK thank you one moment looks like we just received several claims for that date of service.
[AGENT][NEUTRAL] Is this with um is it Georgia Bone and Joint LLC?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] OK, give me just a moment. I think I found it.
[AGENT][NEUTRAL] No, that one's saying it's a duplicate as well.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so I did find that original claim. um, it does look like we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you want me to send you a copy of uh this EOB the original claim?
[CUSTOMER][NEUTRAL] No, I mean, I don't, I don't need that if that's, if that's what's going on with it and you guys just need the primary EOE, um, how's the best way for me to get.
[AGENT][NEUTRAL] OK. Sure.
[AGENT][NEUTRAL] Yeah, did you need that original claim number or anything?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK. All right.
[CUSTOMER][NEUTRAL] Now what's the best way for me to get that to you guys?
[AGENT][NEUTRAL] Um, I would say fax if you're able to, and I've also got a mailing address.
[CUSTOMER][NEUTRAL] Um, I, if faxing is good then I can do that if you would provide me the fax number.
[AGENT][POSITIVE] Absolutely.
[AGENT][NEUTRAL] Sure, that is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, I will send that over.
[AGENT][NEUTRAL] Alright, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] Alright well thanks for giving us a call sir I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Thank you you too.
[CUSTOMER][NEUTRAL] Bye bye.
[AGENT][POSITIVE] Thank you bye bye.