AccountId: 011433970860
ContactId: bce5ba1f-a1c9-4b5a-bfae-7d3c1141a25d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141449 ms
Total Talk Time (AGENT): 67097 ms
Total Talk Time (CUSTOMER): 36279 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/bce5ba1f-a1c9-4b5a-bfae-7d3c1141a25d_20250617T19:28_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need to check status on a claim.
[AGENT][NEUTRAL] And what is your callback number please [PII] if disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And may I have the policy number?
[CUSTOMER][NEUTRAL] Mm yes. Policy 02509842.
[AGENT][NEUTRAL] OK, let me just repeat that to you please [PII]. I have that as 02509842.
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Pa is [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much for that verification process, [PII]. You're calling for claim status. Give me one moment.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] OK, I can help with that. What's the date of service and total charge amount please?
[CUSTOMER][NEUTRAL] 5525 total charge 3,671.
[AGENT][NEUTRAL] OK, thank you so much. And also you can check claim status by visiting our secure portal at [PII]. Um, we did receive the claim. It was denied or processed as requesting the explanation of benefits from the primary insurance provider. Let me get those claim details for you. One moment.
[CUSTOMER][NEUTRAL] We, we should have sent that via fax. We usually send that together. We last faxed it on uh [PII].
[AGENT][NEUTRAL] OK, we received the claim on [PII] and it was processed on [PII] requesting the ELB for the date of service and build them out. Uh, was it faxed in after that? Perhaps I can check to see.
[CUSTOMER][NEUTRAL] No, that was the last time. I guess I'll go ahead and refax it. Can you give me a claim number on this one?
[AGENT][NEUTRAL] I sure can. It is 361-1114.
[CUSTOMER][NEUTRAL] Is that 31s or 41s?
[AGENT][NEUTRAL] 41.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL Marley. You have a great day as well and take care.