AccountId: 011433970860
ContactId: b1470563-5bef-40e2-b587-737051b8f3d5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249649 ms
Total Talk Time (AGENT): 81964 ms
Total Talk Time (CUSTOMER): 70073 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/b1470563-5bef-40e2-b587-737051b8f3d5_20250408T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from your facility to check the status of the claim. Could you please help me with that?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can, one moment, and what's the policy number, [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] It's 018871.
[CUSTOMER][NEUTRAL] 76 M as in Mary, L as in Lima, and 8.
[AGENT][NEUTRAL] OK, and what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and it's a direct line?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Otherwise
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The Patient name is [PII] [PII].
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] And date of birth.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, we're checking a claim status, is that correct?
[CUSTOMER][POSITIVE] That's correct. That's correct.
[AGENT][NEUTRAL] And for what date of service?
[CUSTOMER][NEUTRAL] Uh, before that, could you please spell your name for me?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Oh [PII].
[AGENT][NEUTRAL] First initial last name is [PII].
[AGENT][NEUTRAL] And you'll use my name in today's date as reference for today's call?
[CUSTOMER][POSITIVE] OK. Thank you. Thank you so much for that.
[AGENT][NEUTRAL] And what's the date of service? Mhm.
[CUSTOMER][NEUTRAL] And the date of service on [PII], sorry, it was [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] Mhm. And the charge?
[CUSTOMER][NEUTRAL] $31,856 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so we're needing a copy of the primary insurance explanation of benefits. Um, I'm showing that we received this claim.
[AGENT][NEUTRAL] On
[AGENT][NEUTRAL] [PII] and processed it on [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And let me know when you're ready for the claim number.
[CUSTOMER][POSITIVE] Yes, of course, I'm ready.
[AGENT][NEUTRAL] Uh, the claim number is 3552255, and Max, you can also check status online at [PII]. And did you have any other questions?
[CUSTOMER][NEUTRAL] It I.
[CUSTOMER][NEUTRAL] Yes, yes, uh, previously we have in the UOB.
[CUSTOMER][NEUTRAL] Um, just wait a second.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Previously you have sent the primary UOB.
[AGENT][NEUTRAL] And when was it sent?
[CUSTOMER][NEUTRAL] On [PII]?
[CUSTOMER][NEUTRAL] [PII]. Have you not received them?
[AGENT][NEGATIVE] Mhm. I don't, I don't show it received.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the fax number?
[AGENT][NEUTRAL] [PII] attention claims.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the distance.
[AGENT][POSITIVE] Mhm. Anything else? All [PII]. Thank you for calling APL. Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Have a great day.
[CUSTOMER][NEUTRAL] And nothing else.