AccountId: 011433970860
ContactId: d0104a80-87f0-45b5-9bf3-80c8cca16a09
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155220 ms
Total Talk Time (AGENT): 71153 ms
Total Talk Time (CUSTOMER): 63436 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/07/d0104a80-87f0-45b5-9bf3-80c8cca16a09_20250507T16:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] You said [PII] or [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK [PII], my name is [PII] and I'm calling from Piedmont Providers LLC and I'm needing to check status on the claim, [PII].
[AGENT][POSITIVE] Absolutely 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] and that's my direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's 02565183.
[AGENT][NEUTRAL] Alright, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] for $156.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Alright, I'm not showing that we have received any claims for this member yet.
[CUSTOMER][NEUTRAL] Do you show what kind of policy did this patient have?
[AGENT][NEUTRAL] This is a secondary medical policy, so it is designed to help with uh co-pay, deductible and co-insurance after major medical pays.
[CUSTOMER][NEUTRAL] Yeah, that's what we, yeah, the primary already paid and they applied it to the deductible.
[AGENT][NEUTRAL] OK, so, uh, we would just need that primary EOB then.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] But you don't even have the claim. That's that's what I'm OK, we'll just, I'll just resubmit it.
[AGENT][NEGATIVE] Right, I'm not showing we've received anything.
[AGENT][NEUTRAL] Sure, um, I do have a, uh, mailing address, fax number and a payer ID if you need any of that.
[CUSTOMER][NEUTRAL] OK, and a rep.
[CUSTOMER][NEUTRAL] What's your, what's your fax number?
[AGENT][NEUTRAL] That is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and the reference number [PII].
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date and so my last initial is [PII] and was there anything else I could help you with [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it. Thank you so much for your help.
[AGENT][POSITIVE] Alright, of course, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Oh, when I send this do it attention claims department.
[AGENT][NEUTRAL] Uh, claims department, yes ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] All right thank you have a great day.