AccountId: 011433970860
ContactId: bd5c6f05-86d4-4b7c-bf0d-c07aad1099c2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 396529 ms
Total Talk Time (AGENT): 78469 ms
Total Talk Time (CUSTOMER): 157534 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/bd5c6f05-86d4-4b7c-bf0d-c07aad1099c2_20250612T16:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling. Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and the first name is last name, [PII]. I am calling from the provider office looking for a claim status. So could you help me with that?
[AGENT][NEUTRAL] Sure. And I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] It's [PII]. It's spelled [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] OK. So, policy number is going to be, hm, just a moment.
[CUSTOMER][NEUTRAL] Do.
[CUSTOMER][NEUTRAL] Secondary insurance policy number.
[CUSTOMER][NEUTRAL] Mm. It's 14414693.
[CUSTOMER][NEUTRAL] No, no, it's not the right 1. 025, sorry, can you?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me repeat it. So it's going to be 02502803.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] doing.
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], let me spell. [PII]. And the last name is going to be
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, I do. Uh it's going to be [PII]. And my extension is going to be [PII].
[AGENT][NEUTRAL] OK, and see, what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] So the date of service is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount was $5,718.71.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] I don't show we received that claim. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] So you said you don't have this claim on file, right? OK.
[AGENT][NEUTRAL] One.
[CUSTOMER][NEUTRAL] Mm, let me check like how we submitted. I think we submitted.
[CUSTOMER][NEUTRAL] Its plain, OK.
[CUSTOMER][NEUTRAL] Just a minute. OK, OK.
[AGENT][NEUTRAL] Uh, wait a minute, I apologize. Um, I do show the claim has been received, but we do need the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so you guys require primary U be in order to reprocess this claim, right? OK.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Mm, you, you will do you will submit it for a problem.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] So I would like to, you know, know the address like where we supposed to submit all this document, like the primary sorry.
[AGENT][NEUTRAL] Uh, the mail address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]. Mhm.
[AGENT][NEUTRAL] [PII] City, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] 7
[CUSTOMER][NEUTRAL] To you, mhm.
[AGENT][NEUTRAL] OK. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Can you repeat that? [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Got it.
[CUSTOMER][NEUTRAL] And attention to
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] that the primary. And I do have total 2 claims, so the call reference number is going to be the same for the entire call or like it will be different it is going.
[AGENT][NEUTRAL] Yes, it'd be the same.
[CUSTOMER][NEUTRAL] And can you help me with that?
[CUSTOMER][NEUTRAL] Are you gonna provide me end of this call?
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][NEUTRAL] Can you help me to spell your name?
[AGENT][NEUTRAL] [PII] last initial [PII]
[AGENT][NEUTRAL] OK, hello?
[AGENT][NEUTRAL] Hello.