AccountId: 011433970860
ContactId: c5f886b3-44a2-4801-a4a7-a77a6742a268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 288690 ms
Total Talk Time (AGENT): 106059 ms
Total Talk Time (CUSTOMER): 93356 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c5f886b3-44a2-4801-a4a7-a77a6742a268_20250523T14:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on the client status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, of course. My callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number? One moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. The number ID is 02490481 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] It's uh [PII], and the date of birth it is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service, it is uh [PII] and with the bill amount of $1,305 even.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, uh, so we did receive this claim, [PII]. It looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please provide me when did the claim received?
[AGENT][NEUTRAL] Uh, yes, one moment.
[AGENT][NEUTRAL] OK, so this claim was received [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And could you please provide me the claim number?
[AGENT][NEUTRAL] Yes, it is 3603118.
[CUSTOMER][NEUTRAL] OK. Thank you. And you stating the claim got uh
[CUSTOMER][NEUTRAL] You know I
[AGENT][NEUTRAL] We were missing the primary UOB.
[CUSTOMER][NEUTRAL] OK. How can we submit the primary will be to you?
[AGENT][NEUTRAL] Yes, I've got a um mailing address and a fax number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the mailing address?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And uh could you please provide me the fax number?
[AGENT][NEUTRAL] But it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Is that any attention?
[AGENT][NEUTRAL] Uh, claims department.
[CUSTOMER][NEUTRAL] And, could you please fax me the copy of EUB?
[AGENT][NEUTRAL] Oh sure, what was that fax number for you?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII].
[CUSTOMER][POSITIVE] Yes, that's right. And uh [PII] to [PII], my name.
[AGENT][NEUTRAL] Got it.
[AGENT][NEUTRAL] OK, I'll go now. I should get it within about 10 minutes or so. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's all I think. Uh, could you please provide me the reference number for today's call? And also, could you please spell out your name for me?
[AGENT][NEUTRAL] The reference number would just be my first name, last initial, and today's date, um so my name is spelled [PII]
[CUSTOMER][POSITIVE] Thank you. Thank you, [PII]. Thank you so much for helping me with the claims that I have called in today. Have a great day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Please hold.