AccountId: 011433970860
ContactId: c16b4b12-22c9-4433-bc2e-9f03e5a5c37d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 433950 ms
Total Talk Time (AGENT): 103386 ms
Total Talk Time (CUSTOMER): 152966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/14/c16b4b12-22c9-4433-bc2e-9f03e5a5c37d_20250414T18:22_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. This is [PII] calling from the provider's office. Check the claim status.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on a claim. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, the patient policy number is 024732.
[CUSTOMER][NEUTRAL] 88.
[AGENT][NEUTRAL] All right, thank you. Let me pull this up here, one moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And [PII], do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build amount?
[CUSTOMER][NEUTRAL] It's $909 even.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for the state of service on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Claim was denied [PII]. We need the primary EOB.
[CUSTOMER][NEUTRAL] We need.
[CUSTOMER][NEUTRAL] Primary will be.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] One moment. The claim and the UOB.
[CUSTOMER][NEUTRAL] OK, can I get the primary details?
[AGENT][NEUTRAL] We don't have the primary details. You would have to contact the insured.
[CUSTOMER][NEUTRAL] I know my what.
[CUSTOMER][NEUTRAL] You will be did this.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] May I know the uh claim process date?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] Mhm. And may I know the claim number?
[AGENT][NEUTRAL] Claim number 3518482.
[CUSTOMER][NEUTRAL] 8483518482. And uh one moment, one moment.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] OK, and, uh, still we didn't get any email for this claim. Can I request a UV through fax?
[AGENT][NEUTRAL] Uh, yes, we can send an EOB. What's a good fax number?
[CUSTOMER][NEUTRAL] It's 2482.
[CUSTOMER][NEUTRAL] 332
[CUSTOMER][NEUTRAL] 452.
[AGENT][NEUTRAL] Right, so 248.
[AGENT][NEUTRAL] And then did you say 283?
[CUSTOMER][NEGATIVE] No, no, no, no.
[CUSTOMER][NEUTRAL] It's 24.
[CUSTOMER][NEUTRAL] 82
[CUSTOMER][NEUTRAL] 332452.
[AGENT][NEUTRAL] OK, should we mark attention to anybody on that?
[CUSTOMER][NEUTRAL] My name, [PII]. uh
[CUSTOMER][NEUTRAL] Can you repeat, can you repeat that fax number?
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, this is correct that before that, uh, I have verified the, I have referred in my previous notes they already requested EOB but still we didn't get.
[CUSTOMER][NEUTRAL] We say we will be. May I know the reason why it's delayed.
[AGENT][NEUTRAL] Yeah, I can't speak
[CUSTOMER][NEUTRAL] May I know previously with
[AGENT][POSITIVE] Good.
[CUSTOMER][NEUTRAL] Mhm. May I know delay reason why it's delayed?
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] When was the EOB originally requested?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I can't speak to us why the EOB wasn't received before. I apologize. I don't know when it was requested. All I can do is just uh go ahead and fax it to you now.
[CUSTOMER][NEGATIVE] Yeah, previously, so many times, uh, you was requested, but still we didn't get that one.
[CUSTOMER][NEGATIVE] Every time mentioning same notes but we didn't get any EOB.
[AGENT][NEUTRAL] OK, you can add that to my notes.
[AGENT][NEUTRAL] EOB is on its way to you now. [PII], is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] Can I confirm your name with spell?
[AGENT][NEUTRAL] Can you confirm, I'm sorry, what again?
[CUSTOMER][NEUTRAL] Your name, which spell.
[AGENT][NEUTRAL] My name is, my name is [PII]. It's spelled [PII]
[CUSTOMER][NEUTRAL] It's [PII] May I know your initial?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm. May I know how many days it will get the yoga?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] How many days it will take to get the UOB?
[AGENT][NEGATIVE] It should only take 5 minutes to get it. I just sent it via fax.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] May I know call reference number for this one?
[AGENT][NEUTRAL] That's my name with my last initials and today's date.
[CUSTOMER][POSITIVE] It's yes yeah
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] T. 04 14 2025. Am I correct?
[AGENT][POSITIVE] Mhm. Correct.
[CUSTOMER][POSITIVE] Yeah, OK, sir, thanks for assisting me. Have a good day.
[AGENT][NEUTRAL] You too bye bye.