AccountId: 011433970860
ContactId: c5cff7e5-d1f9-497f-a21a-9552b7d2f812
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194679 ms
Total Talk Time (AGENT): 46684 ms
Total Talk Time (CUSTOMER): 76072 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/2025/06/24/c5cff7e5-d1f9-497f-a21a-9552b7d2f812_20250624T21:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII]. I'm calling from provider's office to check on a claim status. How are you doing today?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] I'm doing great, thanks for asking.
[AGENT][NEUTRAL] OK, [PII], do you have a good callback number and I can help you with that claim status.
[CUSTOMER][NEUTRAL] Uh, sure, it's [PII]. Direct line, no extension.
[AGENT][NEUTRAL] And policy number for the patient?
[CUSTOMER][NEUTRAL] Policy number is 022-03926 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] Day of service and bill charges.
[CUSTOMER][NEUTRAL] Date of service is [PII] and the total charges are $17,356 even.
[AGENT][NEUTRAL] Just give me one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, looks like the claim was received.
[AGENT][NEUTRAL] Uh, 2 10 2025. 212, 2025.
[AGENT][NEUTRAL] We need a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Let me see if we claim.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEGATIVE] Uh, it doesn't look like we received the primary EOB.
[CUSTOMER][NEUTRAL] My.
[CUSTOMER][NEUTRAL] Primary UB and we can send it to your fax.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] You would
[AGENT][NEUTRAL] Do you need that number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 877-365.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I did.
[AGENT][NEUTRAL] Did you get that number?
[CUSTOMER][NEUTRAL] Uh, yes.
[CUSTOMER][NEUTRAL] And the claim number for this?
[AGENT][NEUTRAL] Uh, claim number 3563048.
[CUSTOMER][NEUTRAL] So I don't do that.
[CUSTOMER][NEUTRAL] That's it.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And the call reference?
[AGENT][NEUTRAL] That's my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Sure, [PII]. Thank you so much. You've been a great assistance and great help. You have a nice day.
[AGENT][POSITIVE] Thanks for calling ATL you as well bye bye.