AccountId: 011433970860
ContactId: d06e9a5d-bafb-4563-8ac9-a89e44c7f2e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238179 ms
Total Talk Time (AGENT): 75613 ms
Total Talk Time (CUSTOMER): 100311 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/d06e9a5d-bafb-4563-8ac9-a89e44c7f2e6_20250514T13:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] and I'm calling on behalf of the provider's office to check on the general claim status, and could you please help me with that?
[AGENT][POSITIVE] Sure, I can help you with claim status. Can I get a good call back number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII], and it's a direct line.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It is 02361622 M as in Mary, L as in Lima 7.
[AGENT][NEUTRAL] OK, one moment while I look that up for you.
[CUSTOMER][NEUTRAL] Sir,
[CUSTOMER][NEUTRAL] So there's
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The name of the patient is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have the claim number?
[CUSTOMER][NEUTRAL] Um, yes, one moment please.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, let me check here.
[CUSTOMER][NEUTRAL] Um, there is a.
[CUSTOMER][NEUTRAL] Uh yes. It was 358-435-1.
[AGENT][NEUTRAL] 358-435-51
[AGENT][NEUTRAL] It looks like we received that claim on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was denied because benefits are payable only if the major medical insurance provides benefits. If this claim was later paid by the major medical insurance, they will need to send an explanation of benefits showing benefits were paid.
[CUSTOMER][NEUTRAL] All right, so, uh, the primary EOB is needed, is that correct?
[AGENT][NEUTRAL] Right, we need the primary EOB.
[AGENT][NEUTRAL] Before we can process this.
[CUSTOMER][NEUTRAL] OK, and could you please provide me the mailing address?
[CUSTOMER][NEUTRAL] Mhm. And uh could you please provide me the mailing address or the fax number to share the primary?
[AGENT][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Huh
[CUSTOMER][NEUTRAL] All right, the number I've got was [PII]. Is that, is that the correct number, ma'am?
[AGENT][POSITIVE] Correct, correct.
[CUSTOMER][POSITIVE] Alright, uh, thank you so much, and we shall, uh, share you share the primary EOB, uh, with this number and, uh.
[CUSTOMER][NEUTRAL] Could you please provide me the call reference number for this call?
[AGENT][NEUTRAL] So we don't have a call reference number, but you can use my name, [PII] and my last initial which is [PII] in today's date.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, but thank you so much, uh, [PII] for your assistance, and you have a great day. Thank you so much. Bye bye.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, thank you for calling ATL.