AccountId: 011433970860
ContactId: c96bcd66-e8f0-47c1-a58d-2f1720bb9816
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173960 ms
Total Talk Time (AGENT): 81515 ms
Total Talk Time (CUSTOMER): 53700 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/c96bcd66-e8f0-47c1-a58d-2f1720bb9816_20250103T13:48_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII], and I'm calling from Doctors Hospital to see if you have a claim on file.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim. And [PII], may I have a good contact number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] I have 02458494ML8.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thank you so much for verifying the information and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So I'm not showing a claim on file for [PII]. You said [PII], right?
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] No, April, I'm sorry, it's [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII] here it is. OK, hold on one moment. I just found it.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] 948.
[AGENT][NEUTRAL] Here it is. OK, so I'm showing we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And that claim number is 349.
[AGENT][NEUTRAL] 3168.
[AGENT][NEUTRAL] And then on [PII], it finished processing.
[AGENT][NEGATIVE] And it was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] OK, so it's the primary EOP. OK, perfect. OK, I'll, um.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] What's the fax number?
[AGENT][NEUTRAL] 877
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Perfect do you give a call reference number right now?
[AGENT][NEUTRAL] There's no call reference number, but you can use my name in today's date. Um, the first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much and have a great weekend.
[AGENT][POSITIVE] Thank you, [PII]. You also and happy [PII]. Thanks for calling APL.
[CUSTOMER][POSITIVE] OK. Thank you. Thank you for that.
[AGENT][NEUTRAL] Bye bye