AccountId: 011433970860
ContactId: cc35c8d2-2400-4489-aee5-a9db5e19f3bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 293179 ms
Total Talk Time (AGENT): 82464 ms
Total Talk Time (CUSTOMER): 162531 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/cc35c8d2-2400-4489-aee5-a9db5e19f3bb_20250130T20:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] in customer service. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][NEUTRAL] I'm good, um, I have, uh, [PII] on the line calling from a provider's office trying to, uh, check status on a claim, um, that was denied at first but then they submitted, um, the primary EOB so they wanted to make sure y'all got that and everything's good now.
[AGENT][NEUTRAL] OK, and what's that policy number?
[CUSTOMER][NEUTRAL] 202-2134
[CUSTOMER][NEUTRAL] And it is for P5 [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, and I don't know if you need it, but the original data service is 321-2024.
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] I don't see what we asked them for um.
[CUSTOMER][NEUTRAL] Oh, the plot ticking.
[CUSTOMER][NEUTRAL] Um, yeah, he told me that um the claim on 321-2024 for $340 even was initially denied for a primary EOB and he said that they submitted it um this month, so I'm not really sure, um.
[AGENT][NEUTRAL] OK, put it through.
[CUSTOMER][NEUTRAL] OK, uh, his callback number is different though than what's on the screen. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and that's the direct line.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] All right, here he comes. Thank you.
[AGENT][NEUTRAL] Hi, this is [PII] with APL claims department. How are you?
[CUSTOMER][POSITIVE] Uh yeah. Very good morning. I'm good. How are you?
[AGENT][NEUTRAL] I'm good. I understand you had questions in regards to a claim.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] And what is your tax ID?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this was a claim that originally was uh 340.
[CUSTOMER][NEUTRAL] Uh, it's $340 and I can see that you guys are the secondary for the patient and uh this particular claim actually denied for primary EOB and we submitted that information on [PII] via fax.
[AGENT][NEUTRAL] I'm not showing the claim did not was the patient responsibility $202.88?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, well, we paid that, but I'm not sure we asked for EOB but nevertheless we paid that on.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The [PII].
[CUSTOMER][NEUTRAL] When you, when did you guys paid?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so you guys paid that claim on [PII], right?
[AGENT][NEUTRAL] We did, yes.
[CUSTOMER][NEUTRAL] OK, and how much you guys paid for $202. 88 cents?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, and when it was received?
[AGENT][NEUTRAL] Claim was received on.
[AGENT][NEUTRAL] The [PII]
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] No, I'm sorry, the [PII].
[CUSTOMER][NEUTRAL] January
[AGENT][NEUTRAL] So we got it on the [PII].
[CUSTOMER][NEUTRAL] OK, and you guys paid on [PII]?
[AGENT][NEUTRAL] And yeah, and we paid it on the [PII].
[CUSTOMER][NEUTRAL] OK. How the payment was made?
[AGENT][NEUTRAL] It was sent to [PII] and it was a check.
[CUSTOMER][NEUTRAL] What you can do
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, can I have the check number?
[AGENT][NEUTRAL] Check number is 2023063.
[CUSTOMER][NEUTRAL] is
[CUSTOMER][NEUTRAL] OK, that's a single check, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you so much for that information and uh what was the claim number for this one?
[AGENT][NEUTRAL] Claim number is 3552354.
[CUSTOMER][NEUTRAL] 3552354
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK, thank you so much for that information and uh can you just let me know your name?
[AGENT][NEUTRAL] My name's [PII]. Last initial is [PII]. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Anything else
[CUSTOMER][NEUTRAL] No thank you so much and what was the call reference number for today's conversation we have [PII]?
[AGENT][NEUTRAL] Just my name and today's date and time.
[CUSTOMER][NEUTRAL] OK, and what was the last name of first initial?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, sure. Thank you so much, [PII], for providing me all the information here. I really appreciate it. Have a good day and stay safe.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Sure, thank you.