AccountId: 011433970860
ContactId: b8ece1dc-72a1-49f3-845c-e0ab7a8639c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241220 ms
Total Talk Time (AGENT): 63207 ms
Total Talk Time (CUSTOMER): 96086 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/b8ece1dc-72a1-49f3-845c-e0ab7a8639c3_20250611T13:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello this is needed. I wanted to know a claim status.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, uh, before I tell you that, just letting you know this call is being recorded for quality and training purposes, OK?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And the member ID is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And for documentation, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The date of birth is [PII].
[AGENT][NEUTRAL] Thank you. What's the date of service?
[CUSTOMER][NEUTRAL] Their service is [PII] and the bill amount is $4,149 even.
[AGENT][NEUTRAL] Thank you. So the claim was received on [PII]. Claim was denied on [PII]. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] May I have the fax ID so that I can fax it to you?
[AGENT][NEUTRAL] That would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] 3607223
[CUSTOMER][NEUTRAL] And the
[CUSTOMER][NEUTRAL] And uh there's one more thing I want to know under the same patient is different date of service.
[AGENT][NEUTRAL] OK, what's the other data service?
[CUSTOMER][NEUTRAL] It is
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $300 even.
[AGENT][NEUTRAL] We don't have any claims on file for that date of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you sure? Just could you please check it once more?
[AGENT][NEUTRAL] Yeah, we don't have any claims on file for that date of service.
[CUSTOMER][NEUTRAL] Because
[CUSTOMER][NEUTRAL] Because we had sent it on [PII].
[CUSTOMER][NEUTRAL] OK, I'll have it uh rebuild again if you don't have it.
[CUSTOMER][NEUTRAL] Uh, just before I end the call, may I know the call reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name again is [PII], that's [PII] Last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, uh, OK, that will be all, [PII], thank you very much and uh hope you have a great day ahead.
[AGENT][NEUTRAL] You too bye bye.