AccountId: 011433970860
ContactId: ae3e832a-fb81-45f2-b798-024e07f00091
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181179 ms
Total Talk Time (AGENT): 58298 ms
Total Talk Time (CUSTOMER): 76766 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/ae3e832a-fb81-45f2-b798-024e07f00091_20250306T14:29_UTC.wav
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[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm calling from provider office and this call may be recorded for quality and training purposes. I'm checking for claim status. Could you please help me with that?
[AGENT][NEUTRAL] I can assist you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number it is 02260491 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And your phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, give me one moment please. I'll be right back with you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, thank you for holding. [PII] verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] OK CPA's.
[CUSTOMER][NEUTRAL] Uh, the date of service, it is, uh, sorry, what you ask, uh.
[AGENT][NEUTRAL] Verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, it is uh [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And now the date of service and total charge?
[CUSTOMER][NEUTRAL] It is um [PII], but the amount is $350 even.
[AGENT][NEUTRAL] OK, we're needing a copy of the primary insurance explanation of benefits. Uh, this claim, this this uh claim processed under claim number 356-4049.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Showing it received.
[AGENT][NEUTRAL] [PII] and processed on [PII].
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] [PII], OK, I just want to confirm the claim number is 356-4049 and it was denied on [PII] this year.
[AGENT][POSITIVE] Correct.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, and ma'am, can you provide me the fax number so I can fax you the primary UB.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] I have for you.
[CUSTOMER][NEUTRAL] Claims OK.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, ma'am, can you please spell your name?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], and any other questions I can assist with today, [PII]?
[CUSTOMER][POSITIVE] No, only this concern. Thank you so much. Have a great day bye for now.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye.