AccountId: 011433970860
ContactId: bc1061d9-277a-4e02-937d-539740219b15
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208820 ms
Total Talk Time (AGENT): 69930 ms
Total Talk Time (CUSTOMER): 91330 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/bc1061d9-277a-4e02-937d-539740219b15_20250623T20:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider office and I had a question about a EOB denial we received.
[AGENT][NEUTRAL] OK, [PII], do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] I do. It is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] I do. It is 02503110.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Uh huh
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And can I verify his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you had a question about an EOB that you gotten?
[CUSTOMER][NEUTRAL] I did, um, so for his data service 9-1924, um, we got a denial stating that you need the primary EOB, um, but I have record that we I mean we mailed the primary EOB with the claim, so if you received the claim you should have gotten the.
[CUSTOMER][NEUTRAL] That you'll be with it, but if it's lost somewhere, is there a fax number or something that I can submit that to or email?
[AGENT][NEUTRAL] It is. Let me, let me pull that claim up just a second. Let me look it up for you.
[CUSTOMER][NEUTRAL] Or do I need to just try.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] That was [PII] for physical therapy?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEGATIVE] I'm showing it was denied for if the major medical didn't pay on it.
[CUSTOMER][NEUTRAL] Well, the major medical did pay on it and we submitted the EOB showing payment and the patient responsibility that carried over to then be submitted to you.
[AGENT][NEUTRAL] OK, we must have not have received that other EOB showing.
[AGENT][NEUTRAL] That then, yes, you can fax it to us. It's 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, do I need to send this, um, this denial along with it so y'all know what it goes to or just?
[CUSTOMER][NEUTRAL] Attention somebody specific or?
[AGENT][NEUTRAL] You can send it if you want to, or you can just write the policy number.
[AGENT][NEUTRAL] And let me give you the this and the claim number on it.
[CUSTOMER][NEUTRAL] Uh, I think I have the 360-7912 is on the EOB. Is that the claim number?
[AGENT][NEUTRAL] Yes, ma'am. That's it. Uh-huh.
[CUSTOMER][NEUTRAL] OK, OK, so just reference the claim and policy.
[CUSTOMER][NEUTRAL] OK, I will get that you'll be sent over, um, do I do reference numbers for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] That is all I have at the moment.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you you too.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Bye.