AccountId: 011433970860
ContactId: bf998da8-a8a6-4e76-9515-0a80e9b6873a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 383809 ms
Total Talk Time (AGENT): 138413 ms
Total Talk Time (CUSTOMER): 139633 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/bf998da8-a8a6-4e76-9515-0a80e9b6873a_20250220T17:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII]. I'm looking for medical claim status.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] OK, yeah, I can check on the phone for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, sure. 01978558. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Yes, first name is [PII], last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for verifying that on what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's, [PII] and the total bill amount is $18,710 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we did receive this claim. Allen, uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Uh, the primary will be sent on, uh, [PII]. We sent through.
[CUSTOMER][NEUTRAL] Your mailing address. Did you receive any OB copy? Yesterday, we submit?
[AGENT][NEUTRAL] Uh, no, OK, so if it was received yesterday, um, it's going to take a while for it to process, um, for faxes it can take about 4 business days.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. We send to mail it, we not send to fax. We submit through your mailing address.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, um, then it appears we have not yet received it.
[CUSTOMER][NEUTRAL] OK. I need to allow some time, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, do you have the claim receive the process the, the claim number?
[AGENT][NEUTRAL] Of course, uh, let's see.
[AGENT][NEUTRAL] That claim number is 3549032.
[AGENT][NEUTRAL] And it was received, uh, [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] OK. I need to allow how many days it will take to reprocess.
[AGENT][NEUTRAL] When did you say it was mailed out?
[CUSTOMER][NEUTRAL] It's a [PII] of [PII].
[AGENT][NEUTRAL] Oh, you [PII]?
[CUSTOMER][NEUTRAL] Yes, sorry, [PII].
[AGENT][NEUTRAL] OK, yes, if it was just mailed out yesterday, um, mailed it could take a couple of weeks for that to get to us.
[CUSTOMER][NEUTRAL] OK. I need to allow 2 more weeks.
[AGENT][NEUTRAL] Um, I think that would be a safe bet. Um, I mean, you're more than welcome to call whenever you'd like to see if that's been received, but most likely that's when I would say.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] Around that time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, no problem. May I have your name, please? Could you spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] OK. Do you have any call reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] sorry, yeah, [PII] last initial is [PII] Was there anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, I have one more claim. Are you able to assist another one claim? It's a different patient.
[AGENT][NEUTRAL] Is this for a different, it is a different number? OK, yeah, give me just a moment I'll let you know when I'm ready for that.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, I'm ready for that policy number [PII].
[CUSTOMER][NEUTRAL] Yes, the policy number is 02450100. M as in Mike L as in Lima, number 7.
[AGENT][NEUTRAL] OK, and then the name and date of birth for this number?
[CUSTOMER][NEUTRAL] Yes, first name is [PII]. Last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yes, [PII] and the total charges $10,553 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] OK, so this one is the same. Allen, we are needing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Uh, this one we send on to [PII]. Same, we submit through your uh mailing address [PII]. It's your current mailing address?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That's yes that is correct um that doesn't appear to be too soon though as we've not received it yet.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Generally, I would allot at least 2 weeks for a male.
[CUSTOMER][NEUTRAL] OK. I need to allow.
[CUSTOMER][NEUTRAL] OK. Uh no problem. And this claim receive date, claim number pro uh claim process date?
[AGENT][NEUTRAL] Of course that claim number is 354-857-4.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was received [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. Thank you for your assistance. Have a good day.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it. Thanks for your assistance.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye bye.