AccountId: 011433970860
ContactId: ae961234-a423-4f51-b7b2-7fd014b5fb4b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263829 ms
Total Talk Time (AGENT): 66520 ms
Total Talk Time (CUSTOMER): 41289 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/ae961234-a423-4f51-b7b2-7fd014b5fb4b_20250625T14:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from provider office status.
[AGENT][NEUTRAL] I'm sorry you kind of cut out um did you say we're checking on a claim?
[CUSTOMER][NEUTRAL] Yes, sir. Yes.
[AGENT][NEUTRAL] OK and you said your name was [PII]?
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK, yeah, I can check on that claim for you. Uh, can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII] with direct line.
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 01659538 M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] build the amount to $1,807 even.
[AGENT][NEUTRAL] OK, that was [PII] for $1,807.
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, so I did find this claim. [PII], it looks like we are missing a copy of the primary EOB.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Yes, yes, ma'am.
[AGENT][NEUTRAL] OK, yes, uh, we're needing a copy of the primary EOB for this claim.
[CUSTOMER][NEUTRAL] So you need a primary UB.
[AGENT][POSITIVE] Correct, I've got a mailing address and a fax number I can give you.
[CUSTOMER][NEUTRAL] One second, ma'am.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] May I know the claim received it and nailed it.
[AGENT][NEUTRAL] Yes, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Who is primary for this number ma'am?
[AGENT][NEUTRAL] I don't have access to that information as this is their secondary medical policy.
[CUSTOMER][NEUTRAL] Yeah, right, shall we move on to the next member, um, before May.
[AGENT][NEUTRAL] I'm, I'm so sorry you cut out.
[AGENT][NEUTRAL] We have another client to check?
[AGENT][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.