AccountId: 011433970860
ContactId: b484876a-b4e0-43b5-948c-ad82e755ffd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 385470 ms
Total Talk Time (AGENT): 94459 ms
Total Talk Time (CUSTOMER): 168617 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/b484876a-b4e0-43b5-948c-ad82e755ffd3_20250529T15:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from provider's office, and I just wanted to check the claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It's 18,052,040.
[AGENT][NEUTRAL] I'm sorry, repeat that for me.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Uh, it's 18,052,040.
[AGENT][NEUTRAL] OK, that's not a valid policy number. Do you have a social?
[CUSTOMER][NEUTRAL] Yeah, the last four digits of the social is [PII].
[AGENT][NEUTRAL] You don't have the full social?
[CUSTOMER][NEUTRAL] Yes. Just a moment.
[CUSTOMER][NEUTRAL] I'm a.
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] S.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's last name is [PII] and the first name is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] The date of birth of the patient is, yeah, it's uh [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, so I'm showing the claim was denied because the place of service is not covered.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] OK. The place of service is not covered. OK, so can you please help me with the uh
[AGENT][NEUTRAL] Um, one moment, let me something.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, let me look up something, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Oh, OK. So this was done, done at home. OK, yeah, that, the place of service is not covered. The home is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Uh, for the bill amount, 59,612.53, is that the bill amount for this particular claim?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] All right. So when was this claim was received?
[AGENT][NEUTRAL] This claim was received on.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] Dipesh.
[AGENT][NEGATIVE] [PII] and it denied on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And, and the process date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And the date of the [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK, so can you please, uh, help me with, uh, can you please send the UOB or ERA to the mailing address?
[AGENT][NEUTRAL] Um, we can fax the EOB or you can download it from um the provider site.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][POSITIVE] It will be a really great help that if you can send the ER or UOB to the mailing address.
[AGENT][NEUTRAL] To the mailing address, verify that mailing address for me.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]. Also you can fax me.
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] To whose attention?
[CUSTOMER][NEUTRAL] Yeah, the attention is just a moment.
[CUSTOMER][NEUTRAL] Yeah, you can see chat, attention to the chat.
[AGENT][NEUTRAL] OK, you should receive that fax in the next 20 minutes. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] No thanks. And just, uh, how much time it will take to reach OK, fast for 20 minutes, right? And uh with through mailing address.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Now for the mailing address it may take up to the normal mailing time 7 to 10 business days.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] 7 to 10 business days. All right. All right. All right. So, can I have the call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] [PII], uh, well, can you please, uh, spell out your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], and now uh today's date is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And the claim number?
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] The claim number is 36039009.
[CUSTOMER][POSITIVE] All right. All right. Thank you, [PII], for the information. I appreciate the help. Have a great day.
[AGENT][POSITIVE] Thank you for calling API. Have a good day.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] You too. Bye.