AccountId: 011433970860
ContactId: c7f52a50-6c5c-4232-a8aa-5e606305b767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172059 ms
Total Talk Time (AGENT): 78149 ms
Total Talk Time (CUSTOMER): 64382 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/c7f52a50-6c5c-4232-a8aa-5e606305b767_20250320T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, my name is [PII] and I'm calling from provider office and this call may be recorded for quality and training purposes. I have a question on, I'm checking for the claim status. Could you please help me with that?
[AGENT][NEUTRAL] Um, [PII], what is your callback number please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][POSITIVE] OK, thank you so much [PII]. What is that policy number please so I can help with claim status.
[CUSTOMER][NEUTRAL] It's 1317924.
[AGENT][NEUTRAL] OK, that was 1317924. Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth it's um [PII].
[AGENT][POSITIVE] Thank you so much and again you're calling with a question in regards to claim status. I can assist you, [PII]. um, do you have that date of service or you have a claim number for me to check? OK.
[CUSTOMER][NEUTRAL] Yeah, the date of service, it's, yeah, a data service that is [PII] build amount $905 even.
[AGENT][POSITIVE] OK, thank you very much. One moment, please.
[AGENT][NEUTRAL] OK, I show that we received the claim we are requesting the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Mhm. And when you receive this claim?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, this claim was received on [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] And this was in a pending status or it was denial?
[AGENT][NEGATIVE] It is denied requesting the explanation of benefits.
[CUSTOMER][NEUTRAL] OK. And can you provide me the fax number so I can fax to the UB?
[AGENT][NEUTRAL] Uh, certainly our fax number is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Excuse me, [PII].
[CUSTOMER][NEUTRAL] Should be.
[CUSTOMER][NEUTRAL] And what will be the attention?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] Claims the bond.
[CUSTOMER][NEUTRAL] And can you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII] [PII], and also [PII], you're able to check claim status by visiting our secure portal at [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Can you help me with the call reference number?
[AGENT][NEUTRAL] We do not use call reference numbers, please use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much. Have a great day. Stay safe and bye for now.
[AGENT][POSITIVE] Mm thanks for calling APL. Take care as well bye bye.
[CUSTOMER][NEUTRAL] Bye bye.