AccountId: 011433970860
ContactId: ceef08ce-2c93-479c-b7fa-deb3c1ac6920
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223279 ms
Total Talk Time (AGENT): 73167 ms
Total Talk Time (CUSTOMER): 70672 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/ceef08ce-2c93-479c-b7fa-deb3c1ac6920_20250210T17:55_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of provider office to know the medical claim status for the member.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line?
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] 2022.
[CUSTOMER][NEUTRAL] 70516 M as in Mary, L as in Lima, number 7.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] What was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, that was [PII]?
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK, and what was that bill amount please?
[CUSTOMER][NEUTRAL] The amount is 29,083.
[CUSTOMER][POSITIVE] OK thank you so much for your.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, so we did receive this claim [PII] looks like uh we're missing the primary EOB.
[CUSTOMER][NEUTRAL] OK. So you need to send the primary will be, right? So, could you please provide me the fax number to send?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Could you please provide me the date of receipt date of the claim?
[AGENT][NEUTRAL] Yes, let's see, that was [PII], and it was processed on [PII].
[AGENT][NEUTRAL] Did you need the claim number?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, that is 355-7538.
[CUSTOMER][NEUTRAL] OK. The claim is denied for the primary will be, right?
[AGENT][NEUTRAL] Right, that's what we're needing the primary EOB.
[CUSTOMER][NEUTRAL] OK. And your good name?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Your good name for the document purpose.
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] OK. Could you please provide me the reference number for this call?
[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][POSITIVE] Yeah, that's it. Thank you so much for the kind assistance uh for this car. Have a day. Bye-bye.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks for calling APL you too bye bye.