AccountId: 011433970860
ContactId: ce9f75a9-6021-4860-8d5b-0b6a0a391dd3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 250520 ms
Total Talk Time (AGENT): 78360 ms
Total Talk Time (CUSTOMER): 79446 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ce9f75a9-6021-4860-8d5b-0b6a0a391dd3_20250311T21:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling on behalf of provider office. Check the claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Which
[CUSTOMER][NEUTRAL] It's 01967181 M as in Mary, L as in Lima 7.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and then data service?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Date of service [PII].
[AGENT][NEUTRAL] Filled them out.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] $11,546 even.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did receive a claim for the state of service claim is received on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] Claim was denied. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK. When was it denied?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Claim was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. For the clarification, we have already sent the EOB through fax.
[CUSTOMER][NEUTRAL] The number is [PII].
[CUSTOMER][NEUTRAL] And uh it was sent on [PII]. Is this the correct one?
[AGENT][NEUTRAL] Yes, that is correct. They do show that we received an explanation of benefits on [PII]. It is still in process at this time. No other decision or payment has been made.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, we need to call you back later. Is that right?
[AGENT][NEUTRAL] Yeah, you'll need to allow some more time.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. What is the t?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] What's the turnaround time?
[AGENT][NEUTRAL] Once the item has been received, we ask 5 to 7 days for processing.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Reference number, please.
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII], which is [PII] Last initial is [PII]. Today's date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thanks for providing the details. Have a nice day, take care. Bye-bye. Nice talking to you.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.