AccountId: 011433970860
ContactId: b6ee0482-607f-4abc-a3f2-0fc27fbbdb4f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208179 ms
Total Talk Time (AGENT): 76723 ms
Total Talk Time (CUSTOMER): 87028 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b6ee0482-607f-4abc-a3f2-0fc27fbbdb4f_20250122T20:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, uh, this is [PII] checking on the claim status.
[AGENT][NEUTRAL] OK, I could check in a claim for you. You said your name was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] direct line?
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] I'm calling on behalf of Policy number is 02446815 and [PII] and Larry number 7.
[AGENT][NEUTRAL] Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] This is for [PII]. A amount is $57,478 even.
[AGENT][NEUTRAL] OK, that was 57,478.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, is that the amount uh before or after major medical paid?
[CUSTOMER][NEUTRAL] Uh, this is the total charges.
[CUSTOMER][NEUTRAL] $57,478 even.
[AGENT][NEUTRAL] OK, do you
[AGENT][NEUTRAL] OK. Do you have the amount after major medical paid?
[CUSTOMER][NEUTRAL] What do you mean the account balance?
[AGENT][NEUTRAL] Their primary after their primary paid.
[CUSTOMER][NEUTRAL] Oh hold on let me just double check.
[CUSTOMER][NEUTRAL] Yeah, that's actually the.
[CUSTOMER][NEUTRAL] The total charges for both primary and secondary.
[AGENT][NEUTRAL] OK, so I am showing we've not received a claim for that date of service, um, but also we would need the EOB from primary showing what they paid.
[AGENT][NEUTRAL] So we would need that remaining balance after.
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] You need first to have the, it will be from the primary or can we send the claim now?
[AGENT][POSITIVE] That's correct.
[AGENT][NEUTRAL] No, this is a secondary medical policy. In order for it to process, we do need that EOB from primary.
[CUSTOMER][NEUTRAL] OK, so just to clarify again that you need first to have the primary EOB before we can send the claim, right?
[AGENT][POSITIVE] That's correct. That's correct.
[CUSTOMER][NEUTRAL] All right, sure. Um, I think I'm all set, but do you have a fax number so I can take note on that one?
[AGENT][NEUTRAL] Oh yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And I've also got a mailing address and a payer ID if you'd like.
[CUSTOMER][POSITIVE] All right, thank you so much.
[CUSTOMER][POSITIVE] Oh, that's totally fine. Um, we can use fax number since it's, it's basically faster. All right, thank you so much.
[AGENT][NEUTRAL] Sure, OK.
[AGENT][NEUTRAL] Yeah, sure. Was there anything else I could help you with?
[CUSTOMER][POSITIVE] There's none, thank you.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.