AccountId: 011433970860
ContactId: d28c143c-165e-4873-810b-1a7e2a67b084
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333410 ms
Total Talk Time (AGENT): 155933 ms
Total Talk Time (CUSTOMER): 86344 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/d28c143c-165e-4873-810b-1a7e2a67b084_20250109T15:12_UTC.wav
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[AGENT][POSITIVE] Thank you for calling IPL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII]. This is [PII] from provider office for checking on claim.
[AGENT][NEUTRAL] OK, um, can I get a good callback number for you, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For direct line?
[AGENT][NEUTRAL] I'm sorry, I think your line cut out. Can you, can you repeat that one more time for me?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, and what provider office are you calling with?
[CUSTOMER][NEUTRAL] Can now urgent care.
[AGENT][NEUTRAL] OK, um, for that claim status, what is the policy number of your patient?
[CUSTOMER][NEUTRAL] Sorry, what?
[AGENT][NEUTRAL] What's the policy number for your patient?
[CUSTOMER][NEUTRAL] Yeah. The policy number is 02022134 Mary Lima 7.
[AGENT][NEUTRAL] OK, give me just one moment to get that pulled up.
[AGENT][NEUTRAL] OK, can you verify your patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] The name [PII]. [PII]. Date of birth?
[AGENT][NEUTRAL] OK, and what is the date of service and total charge amount for the claim that we're looking for?
[CUSTOMER][NEUTRAL] 2020.
[CUSTOMER][NEUTRAL] Uh hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hello [PII], are you still there?
[CUSTOMER][NEUTRAL] Hello. Yes, yes.
[AGENT][NEUTRAL] Hey, I'm so sorry. I, it, I don't know what's going on. I don't know if it's me or you, but I did not hear any of that information. I'm so sorry.
[CUSTOMER][NEUTRAL] Uh, oh, OK. I'll repeat again. It is March.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount is $340.
[AGENT][NEUTRAL] $340?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me see what I can find here.
[AGENT][NEUTRAL] OK, it looks like I do have that claim on file, um, that claim number is, excuse me, it is 346.
[AGENT][NEUTRAL] 2036.
[AGENT][NEUTRAL] We received that on [PII].
[AGENT][NEUTRAL] And that was processed on [PII]?
[AGENT][NEUTRAL] Um, the claim was denied as benefits are only payable if the major medical insurance pays. Um, it looks like, let's see, I'm getting that pulled up.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Actually, we have, we have sent a primary UOB for this one via fax. So can you just verify it?
[AGENT][NEUTRAL] Give me just one second, OK, um, when did you send that fax over?
[CUSTOMER][NEUTRAL] It was on [PII].
[AGENT][NEUTRAL] OK, I don't see, yeah, go ahead, let me verify that.
[CUSTOMER][NEUTRAL] And the fax number we used?
[CUSTOMER][NEUTRAL] OK. It is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, that is the correct fax number, so let me see.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] They have another policy it may have been put up under.
[AGENT][NEUTRAL] Because it's not on this one, so let me just double check that.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] You said it was sent on [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I don't see that we've received that um I'm not sure what may have happened there um because I don't have it on their current.
[AGENT][NEUTRAL] Policy and I don't have it on the old policy so um yeah so I don't have that updated yeah I would send it again um you can either put attention claims or attention [PII] um either one is fine it'll still get there and just reference this the claim number that I provided and that policy number that you have.
[CUSTOMER][NEUTRAL] OK. So should I send it again?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So, what will be the call reference number?
[AGENT][NEUTRAL] Uh, the reference would just be my name, so that's [PII], last initial [PII] with today's date. Is there anything else I can do for you, [PII]?
[CUSTOMER][POSITIVE] No, thank you. You have a great day. Happy [PII] Year.
[AGENT][POSITIVE] Thank you you as well and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, bye.
[AGENT][NEUTRAL] Mhm. Bye-bye.