AccountId: 011433970860
ContactId: d32ecb07-4a4a-4784-90b8-1c6a2ac0c42a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295920 ms
Total Talk Time (AGENT): 122568 ms
Total Talk Time (CUSTOMER): 89590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/d32ecb07-4a4a-4784-90b8-1c6a2ac0c42a_20250422T14:27_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, good morning. My name is [PII] and I'm calling from a provider's office.
[AGENT][NEUTRAL] OK, and how may I assist you today, Miss [PII]?
[CUSTOMER][NEUTRAL] I'm calling for claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected and the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And it's Miami Psychiatric Services.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] Your policy number is.
[CUSTOMER][NEUTRAL] 02141814 M as in Mary L as in Larry 8.
[AGENT][NEUTRAL] Thank you. And may I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It's 3 dates of service. The first one is [PII]. I'm sorry, [PII] for 150.
[AGENT][NEUTRAL] OK, let me see if I can find that one and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so it looks like this one was processed [PII] and we need the primary explanation of benefits to continue the processing of this claim.
[AGENT][NEUTRAL] For the secondary.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh OK. So what is the uh fax number so I can fax that.
[CUSTOMER][NEUTRAL] And what claim number um is it?
[AGENT][NEUTRAL] That it
[AGENT][NEUTRAL] OK, um, yes, um, the fax number is [PII]. Again, that's [PII]. Pension claims department and the claim number for this one is 35862777.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK, the second day of service is [PII] for 150.
[AGENT][NEUTRAL] OK, so with this one it's gonna be the same thing. We need the primary ELB. The claim number on this one is 3586279.
[CUSTOMER][NEUTRAL] OK, and the last one is [PII]. I mean 2025 for 150.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] In [PII]. Mhm.
[AGENT][NEUTRAL] I don't have the one for [PII].
[CUSTOMER][NEUTRAL] Let me see, [PII].
[CUSTOMER][NEUTRAL] We build the primary.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] OK, you don't have it right.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I guess because we haven't built it.
[AGENT][NEUTRAL] Mhm OK.
[CUSTOMER][NEUTRAL] Not 2. OK, OK. All right, so all I have to do is just do I do a cover sheet or just the claim, the EOBs with the claim number on a cover sheet or what do I do?
[AGENT][NEUTRAL] OK, yes, you can um you can do a coverage and put the, the claim numbers and then just attach the EOB for that um claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK great I'm gonna do that right now. I'm gonna fax it over how much do we allow for you to process it?
[AGENT][NEUTRAL] It's the same processing time as the regular claim, which is 7 to 10 business days.
[CUSTOMER][NEUTRAL] OK, thank you. Do you give out reference numbers and your name? [PII]?
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] We don't, I can, I can give you my name in today's date. My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you so I appreciate it.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today, Miss [PII]?
[CUSTOMER][POSITIVE] No, that'll be all thank you.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Bye-bye.