AccountId: 011433970860
ContactId: bcaa50e8-a67c-44a4-95a3-e54e7f8ff874
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196059 ms
Total Talk Time (AGENT): 89940 ms
Total Talk Time (CUSTOMER): 65012 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/bcaa50e8-a67c-44a4-95a3-e54e7f8ff874_20250318T12:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on provider's office to check on a claim status.
[AGENT][POSITIVE] Uh, sir, it would be my pleasure to assist you with claim status. What is the callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you, and [PII], what is the policy number for the patient please ma'am?
[CUSTOMER][NEUTRAL] It's 02260096.
[AGENT][NEUTRAL] And the patient's name and date of birth please, ma'am?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Alright, thank you, [PII]. It would be a pleasure to assist you with claim status. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] No, we don't have a claim number. We, we have a data of service, uh, which is um November 13 of 2024.
[AGENT][NEUTRAL] And what is that bill amount please ma'am?
[CUSTOMER][NEUTRAL] It's uh $70,504.18.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] Uh, it's Valley Regional Medical Center.
[AGENT][NEUTRAL] All right, thank you. I can help you with that claim status, [PII]. We received the claim on [PII].
[AGENT][NEUTRAL] It was processed on [PII] and is pending for the primary EOB. We are secondary.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Upon checking that we have already sent the primary UB through fax.
[CUSTOMER][NEUTRAL] So, may I know if you received it or not?
[AGENT][NEUTRAL] And what was the, um, sent date of that fax?
[AGENT][NEUTRAL] Do you have that?
[CUSTOMER][NEUTRAL] Um, they have, yeah.
[CUSTOMER][NEUTRAL] We have send out the fax on um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] We have not received that fax.
[CUSTOMER][NEUTRAL] OK. Uh, so how can we send the primary UB?
[AGENT][NEUTRAL] Yes, you can fax it directly to us, uh, and you would need to put in regards to claim number 355.
[AGENT][NEUTRAL] 1852 and the policy number for the patient.
[CUSTOMER][NEUTRAL] Uh, could you please provide the fax number?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK, um, thank you. And could you please provide the card reference number?
[AGENT][NEUTRAL] Call reference number would be my name and today's date. I spell my name.
[CUSTOMER][NEUTRAL] Could you please spell your name?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] My pleasure. Is there anything else?
[CUSTOMER][POSITIVE] Thank you. Thank you. Have a great day. Bye-bye.
[AGENT][POSITIVE] It's been my pleasure.
[CUSTOMER][NEUTRAL] No thank you. Thank you very.
[AGENT][NEUTRAL] Well, thank you for calling APL. You have a.