AccountId: 011433970860
ContactId: cc71a91b-8253-464a-93ee-2961610726a9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 448220 ms
Total Talk Time (AGENT): 91457 ms
Total Talk Time (CUSTOMER): 87571 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/cc71a91b-8253-464a-93ee-2961610726a9_20250226T16:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, I'm I'm looking for the claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Do you need your policy number?
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 0226308.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, 7.
[AGENT][POSITIVE] OK, thank you for that. One moment.
[AGENT][NEUTRAL] What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, patient name is?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the build out?
[CUSTOMER][NEUTRAL] Yeah, the bill amount is $21,248 even.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, [PII], thank you for your patience on this. So claim was received on [PII].
[AGENT][NEUTRAL] The claim was denied [PII]. We need the.
[AGENT][NEUTRAL] Insurance.
[CUSTOMER][NEUTRAL] OK, you need a primary UBA, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And uh process it.
[AGENT][NEUTRAL] Claim is processed [PII].
[CUSTOMER][NEUTRAL] And uh can you tell me who is the primary insurance?
[AGENT][NEUTRAL] We do not have that information. You would have to check with the insured.
[CUSTOMER][NEUTRAL] OK. Can you give me the fax number for that?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] And timely falling.
[AGENT][NEGATIVE] No timely, finally.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK. And uh the last year has been updated?
[AGENT][NEUTRAL] I'm sorry, what was that again, [PII]?
[CUSTOMER][NEUTRAL] When was the last COP updated?
[CUSTOMER][NEUTRAL] You know
[AGENT][NEUTRAL] When was the last EOB updated?
[CUSTOMER][NEUTRAL] Yes, CO, yes.
[AGENT][NEGATIVE] Uh, on the process date of [PII], there's been nothing else received since then.
[CUSTOMER][NEUTRAL] OK. How the member can update the COV?
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] We just need the explanation of benefits from the primary to process the claim.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Just a minute.
[CUSTOMER][NEUTRAL] OK. Can I have a call reference number to this claim?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you provide me one more, one more claim?
[AGENT][NEUTRAL] Yeah, different age or different policy number?
[CUSTOMER][NEUTRAL] Yeah, just a minute, yeah.
[AGENT][NEUTRAL] OK, whenever you're ready.
[CUSTOMER][NEUTRAL] OK. Uh sorry, I don't have any other claim.
[CUSTOMER][POSITIVE] Thank you for assisting me. Have a good day. Bye-bye.
[AGENT][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] You too bye bye.