AccountId: 011433970860
ContactId: ac3d0708-75a2-44e2-9869-6565ee18fa90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237020 ms
Total Talk Time (AGENT): 61054 ms
Total Talk Time (CUSTOMER): 119711 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/ac3d0708-75a2-44e2-9869-6565ee18fa90_20250228T18:06_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey [PII], it's [PII] out of Broker Resources. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][NEUTRAL] I'm well um I have a somebody who's calling for claim status, and I really cannot understand them. I've asked for the policy number. Um, what I, what they gave me was 2051881.
[CUSTOMER][NEGATIVE] I don't feel like this is the last name that I tried to have him spell.
[CUSTOMER][NEUTRAL] Um, because it pulls up [PII], right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEGATIVE] Yeah, I'm not positive that this is the correct policy number.
[CUSTOMER][POSITIVE] Do you mind speaking with him or do you want, OK, I'll join you guys thank you so much.
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK I have claims on the line for you.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hi, this is [PII] with APL claims department. How are you?
[CUSTOMER][POSITIVE] Yeah, hello. This is [PII]. Uh, I'm fine. What about you? Thanks so much for asking.
[AGENT][NEUTRAL] Hi [PII], um, and I understand you're calling for claim status?
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, uh, patient's name is [PII]. Date of birth is on [PII].
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Uh yes. Our policy number is 02518881.
[AGENT][NEUTRAL] OK, and what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Net the service on [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Yes, tax ID 621.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim was denied because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] OK. OK. Sure. On, uh, we send the primary UB to your fax number previously on [PII].
[AGENT][NEUTRAL] I'm not sure when we received that. We just received the claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, one second. Uh, if you don't mind, could you please spell your name?
[AGENT][NEUTRAL] [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yes. Uh, may I know the claim ratio, date, and denied date?
[AGENT][NEUTRAL] Claim was received on [PII]. Claim denied on [PII].
[CUSTOMER][POSITIVE] [PII]. OK. Thank you so much.
[CUSTOMER][NEUTRAL] And the claim number is that.
[AGENT][NEUTRAL] Claim number is 33552133.
[CUSTOMER][NEUTRAL] May I know the claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, may I know how we need to send this, uh, primary or via fax or mailing address?
[AGENT][NEUTRAL] I mean, it's up to you. Um, do you need the fax number?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][NEUTRAL] Fax is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Thank you so much. Uh, may I know the card reference number?
[AGENT][NEUTRAL] The reference is just my name and today's date and time.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much thanks so much for giving me information. Have a nice day and happy weekend.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.