AccountId: 011433970860
ContactId: b7f5ade9-0611-49b3-936f-6c5f8a82c783
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 253039 ms
Total Talk Time (AGENT): 102741 ms
Total Talk Time (CUSTOMER): 57342 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/b7f5ade9-0611-49b3-936f-6c5f8a82c783_20250515T22:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, Hi, I'm [PII] calling from the provider's office to check on claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you and then do you have that policy number?
[CUSTOMER][NEUTRAL] 02458509.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[AGENT][NEUTRAL] [PII] and then what was that uh billed amount please?
[CUSTOMER][NEUTRAL] $875 even.
[AGENT][POSITIVE] Got it thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK [PII], so we did receive this claim. Uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Uh, yes, we have already sent, ma'am. Is that received, could you please verify that?
[AGENT][NEUTRAL] I am not showing that that has been received. I will say that the the primary EOB does have to include amounts that were paid towards co-pay, deductible, or co-insurance.
[CUSTOMER][NEUTRAL] Uh, OK. Uh, may I know the fax number or mailing address to send the primary you be?
[AGENT][NEUTRAL] Sure I can give you both of those. um, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm. OK, ma'am.
[AGENT][NEUTRAL] And then I've got that fax number whenever you're ready.
[CUSTOMER][NEUTRAL] Yes, ma'am. Callback number, please.
[AGENT][NEUTRAL] Oh, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 [PII].
[CUSTOMER][NEUTRAL] OK. Would you please provide me the uh claim received date and the denied it, please?
[AGENT][NEUTRAL] Oh yes, one moment.
[AGENT][NEUTRAL] This claim was received [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And may I know the claim number?
[AGENT][NEUTRAL] Yes, that is 354-6116.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][POSITIVE] Yes, thank you so much for your assistance, ma'am. And lastly, would you please provide me the call reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Um so my name is spelled [PII] last initial is [PII] but wasn't anything else I could help you with?
[CUSTOMER][POSITIVE] No, ma'am. Thank you so much for your assistance. Bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL bye bye.