AccountId: 011433970860
ContactId: bbcbbae4-61ae-4614-be32-69c1ec93ac80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200059 ms
Total Talk Time (AGENT): 64013 ms
Total Talk Time (CUSTOMER): 50404 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/bbcbbae4-61ae-4614-be32-69c1ec93ac80_20250404T14:13_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling for claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 02406168 M for Mary, L for Larry and the number 7.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what's the patient's name and date of birth, please, [PII]?
[CUSTOMER][NEUTRAL] Um [PII]. Last name is [PII]
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do we have the bill amount?
[CUSTOMER][NEUTRAL] $663.87.
[AGENT][POSITIVE] All right, thank you so much. Let me just take a look here, one moment.
[CUSTOMER][NEUTRAL] Help me
[AGENT][NEUTRAL] OK, thank you for your patience on that, [PII]. I appreciate you. Um, it looks like we did receive the claim on [PII]. It was denied on the [PII] requesting the primary EOB.
[CUSTOMER][NEUTRAL] OK, what question primary.
[CUSTOMER][NEUTRAL] AO OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, do you have a claim number?
[AGENT][POSITIVE] Absolutely, that would, yeah, absolutely. It would be 355.
[CUSTOMER][NEUTRAL] Well, not yet.
[AGENT][NEUTRAL] 772 9.
[CUSTOMER][NEUTRAL] OK, and you say you're requesting a copy of a primary EOB?
[AGENT][POSITIVE] Correct. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, so once we received, OK, do we, OK, that's it. OK, may I have a call reference number? I'm sorry.
[AGENT][NEUTRAL] No, no problem. It's my name with my last initials and today's date. My name again is [PII], that's [PII] My last initial is [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, thank you sir you have a good day.
[AGENT][NEUTRAL] You too. Bye-bye.