AccountId: 011433970860
ContactId: ab59bdde-09d5-469e-9f54-9f6fa48afc2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208750 ms
Total Talk Time (AGENT): 72482 ms
Total Talk Time (CUSTOMER): 45896 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/28/ab59bdde-09d5-469e-9f54-9f6fa48afc2b_20250328T13:03_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi I was trying to check on the status of a claim.
[AGENT][NEUTRAL] OK. May I ask who's calling?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have a callback number I can give.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 021 00475.
[AGENT][POSITIVE] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of birth
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing claim status?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service was it for?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Was it for a facility bill or doctor's charge?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Facility.
[AGENT][NEUTRAL] And what's the total charge?
[CUSTOMER][NEUTRAL] $930.
[AGENT][NEUTRAL] OK, we did get that claim in. It was denied. She had met her maximum.
[CUSTOMER][NEUTRAL] Um, can you tell me when it was received, huh?
[AGENT][NEUTRAL] Yes, ma'am. Hold on just a moment.
[AGENT][NEGATIVE] It was received 114 of 25 and it was denied 116 of 25.
[CUSTOMER][NEUTRAL] Is there any way for me to get an EOB?
[AGENT][NEUTRAL] I can fax it to you.
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] Or we do have an online service center where you can check claim status and get copies of explanation of benefits.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Let's see, I prefer it to be faxed, but what's the um.
[AGENT][NEUTRAL] It is the
[CUSTOMER][NEGATIVE] Portal sorry.
[AGENT][POSITIVE] Secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what's your fax number?
[CUSTOMER][NEUTRAL] Sorry, uh, [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][POSITIVE] Yeah perfect no that's it, hon, just a call reference number.
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Alright thank you I appreciate it.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.