AccountId: 011433970860
ContactId: c2dbd43a-795f-4718-b001-deccb45a7ccf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264510 ms
Total Talk Time (AGENT): 65808 ms
Total Talk Time (CUSTOMER): 91374 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/c2dbd43a-795f-4718-b001-deccb45a7ccf_20250321T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yeah, [PII], it's [PII] here and I'm looking for a game series.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a callback number?
[CUSTOMER][NEUTRAL] Uh yeah, sure, it's going to be [PII]. It's a direct line.
[AGENT][NEUTRAL] And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Uh yes, I do have.
[CUSTOMER][NEUTRAL] It is 02541646.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Well, it's [PII] with the date of birth [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII] with the bill amount $143 even.
[AGENT][NEUTRAL] OK, let me look that up hold on one moment.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Uh, it looks like we processed that and need an explanation of benefits from the primary insurance.
[AGENT][NEUTRAL] Carrier.
[CUSTOMER][NEUTRAL] Uh, well, the primary UP is needed, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And uh actually the thing is that like as I can check from my end we.
[CUSTOMER][NEUTRAL] I did submitted it on 124 of 25.
[AGENT][NEUTRAL] Yes, it
[AGENT][NEGATIVE] Looks like we received the claim but we did not receive the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK, alright, and uh can you just, uh, uh, confirm me with the receipt date on the claim number.
[AGENT][NEUTRAL] The received date was [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] We processed it on [PII]. The claim number is 355.
[AGENT][NEUTRAL] 6327
[CUSTOMER][NEUTRAL] OK, and uh can you just uh provide me with the fax number for uh sending the primary EOB?
[AGENT][NEUTRAL] Uh, the fax number is [PII].
[CUSTOMER][NEUTRAL] OK, it's [PII].
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] And uh can you just uh confirm me like do we need to put any kind of attention to it?
[AGENT][NEUTRAL] No, that'll come
[AGENT][NEUTRAL] Straight to claims.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, the claims, right?
[AGENT][NEUTRAL] Uh-huh, yes.
[CUSTOMER][NEUTRAL] OK, and, uh, apart from that, uh, can you just confirm me like after uh submitting the primary you'll be like how long will it take to get processed?
[AGENT][NEUTRAL] Uh, it can take 7 to 10 working days.
[CUSTOMER][NEGATIVE] Uh, I didn't get that bill.
[AGENT][NEUTRAL] Um, it's 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, and uh I can I just uh get your first name and last and first initial along with the call reference number.
[AGENT][NEUTRAL] Uh, call reference number is my first name, [PII]
[AGENT][NEUTRAL] A N. Last initial is D as in Delta.
[AGENT][NEUTRAL] And then it's today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thank you so much for your help.
[AGENT][POSITIVE] OK, thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thank you bye bye.