AccountId: 011433970860
ContactId: ab64de89-24a8-4fa9-b68a-b725ec795af8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 285190 ms
Total Talk Time (AGENT): 81831 ms
Total Talk Time (CUSTOMER): 124803 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ab64de89-24a8-4fa9-b68a-b725ec795af8_20250620T19:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling on behalf of the provider's office to check on the general claim status, and could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help with claim status. [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] Your callback number was [PII] and it is a direct line.
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure policy number was 01868782.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The first name was [PII] and last name was [PII]. Date of birth, [PII].
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, and the date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service was from [PII]. To the charge amount was $46,541.10.
[CUSTOMER][NEUTRAL] And you just well.
[AGENT][NEUTRAL] I don't show that claim on file. Can you resubmit that?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] I, I even have the claim number and I even received the correspondence.
[CUSTOMER][NEUTRAL] Uh, could you please check with the claim number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] You say [PII]?
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] What was the date of service again?
[CUSTOMER][NEUTRAL] D of service was from [PII].
[AGENT][NEUTRAL] OK, and then what was the bill amount?
[CUSTOMER][NEUTRAL] But uh
[CUSTOMER][NEUTRAL] OK. The, the bill amount was?
[CUSTOMER][NEGATIVE] Please bear with me for a moment, then my system was actually stuck. The bill amount was uh.
[CUSTOMER][NEUTRAL] OK. Uh, it was $46,541.10.
[AGENT][NEUTRAL] Um, you said you have the claim number, is that right?
[CUSTOMER][NEUTRAL] Yes. Uh, the claim number was 3596417.
[AGENT][NEUTRAL] OK, uh, for some reason our system shows the date of service was [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We have a
[CUSTOMER][NEUTRAL] OK, ma'am. I note that.
[AGENT][NEUTRAL] So
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Our bill amount was 41,754.99.
[CUSTOMER][NEUTRAL] OK, but, uh, but the claim number for the claim number that I have provided this is the uh bill amount, right?
[AGENT][NEUTRAL] We have 41,754.99 as the build amount.
[CUSTOMER][NEUTRAL] All right. And could you please provide me the claim status for that claim?
[AGENT][NEUTRAL] Yes, um, that one, that was received on 4-29-25.
[AGENT][NEUTRAL] And it was processed 5125.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, like,
[AGENT][NEUTRAL] Looks like the primary explanation of benefits received.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEGATIVE] Did not list anything applied to deductible, co-pay or co-insurance.
[AGENT][NEUTRAL] We need a detailed explanation of benefits.
[CUSTOMER][NEUTRAL] OK. And could you please mention the date it was received?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Right. And could you please provide me the fax number to submit the uh Medicare EOB with uh the correct details?
[AGENT][NEUTRAL] Yes, our fax number is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] And thank you so much for your assistance. And could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] A call reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][POSITIVE] All right, thank you so much for your assistance and you have a great day. Happy weekend bye bye.
[AGENT][POSITIVE] Calling APL. Happy weekend too. Thank you.