AccountId: 011433970860
ContactId: ccdd92e3-4716-40d5-812c-0c6e6f29322d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 332480 ms
Total Talk Time (AGENT): 102469 ms
Total Talk Time (CUSTOMER): 73040 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ccdd92e3-4716-40d5-812c-0c6e6f29322d_20250311T18:18_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 provider's office. Good afternoon.
[AGENT][NEUTRAL] I'm sorry. It's very quiet. I can't hear you very well.
[CUSTOMER][NEUTRAL] Yeah, can you hear me now?
[AGENT][POSITIVE] Oh yes, that's much better thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII] calling from provider's office, ma'am. I need the claim status.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Um, so what did you say your name was?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], OK, and can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The policy number is 2230083.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, do you have the date of birth?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Your date of birth is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and that bill amount, please?
[CUSTOMER][NEUTRAL] The bill amount is $523 even.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[AGENT][NEUTRAL] OK, I apologize for that, uh, wait, [PII]. Was this for, um, is it Edward W. Sparrow Hospital?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alright, so we did receive this claim, uh, looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK. May I know when was the date?
[AGENT][NEUTRAL] Yes, that claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, may I know the claim number?
[AGENT][NEUTRAL] Yes, that is 33.
[AGENT][NEUTRAL] 45345.
[CUSTOMER][NEUTRAL] OK. May I know the denial date as well as?
[AGENT][NEUTRAL] Yes, that was the same as the process date, so that's [PII].
[CUSTOMER][NEUTRAL] OK. May I know uh from your end who is primary?
[AGENT][NEGATIVE] Um, I'm unable to see that as this is their secondary medical policy.
[CUSTOMER][NEUTRAL] OK, you don't have the primary insurance details, right?
[AGENT][NEUTRAL] I do not, no, ma'am.
[CUSTOMER][NEUTRAL] OK. Thank you, ma'am. Could you please fax the EUB because we haven't received any denial UB.
[AGENT][NEUTRAL] Of course, uh, what was that fax number for you?
[CUSTOMER][NEUTRAL] The fax number is uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yes, and you need the primary UB, right?
[AGENT][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] OK. Could you spell out your name?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] And may I know the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date, uh, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, no thank you, thanks for this information.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, you too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.