AccountId: 011433970860
ContactId: d2d66b2a-83ec-453a-ab89-185ab8510927
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 121739 ms
Total Talk Time (AGENT): 36448 ms
Total Talk Time (CUSTOMER): 51418 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/d2d66b2a-83ec-453a-ab89-185ab8510927_20250206T18:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I am calling to see if you guys have a claim on file.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, 246-1746.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you for that information and the date of service.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, so I do show that we did receive the claim claim was it not because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] OK, um, when was it denied?
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEGATIVE] We received that claim on [PII], claim denied on [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, um
[CUSTOMER][NEUTRAL] I actually am gonna have to send a corrected claim anyhow um can I get that claim number?
[AGENT][NEUTRAL] Claim number is 3557574.
[CUSTOMER][NEUTRAL] 3557574
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, alright, well I will send a corrected claim and make sure that EOB is attached to it.
[AGENT][NEUTRAL] OK, was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, I believe that's it.
[AGENT][POSITIVE] Well thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you.