AccountId: 011433970860
ContactId: d3f0d73d-851d-47c8-b91c-9d6779ba3b6a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291059 ms
Total Talk Time (AGENT): 92133 ms
Total Talk Time (CUSTOMER): 120992 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/d3f0d73d-851d-47c8-b91c-9d6779ba3b6a_20250402T14:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Naples Community Hospital and I'm looking at claim status. Could you help me with that?
[AGENT][NEUTRAL] Yes, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII]. Last initial to my name, [PII].
[AGENT][POSITIVE] Got it thank you. Yes, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. Our callback number is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes. The policy number is
[CUSTOMER][NEUTRAL] 023 007
[CUSTOMER][NEUTRAL] 09 M as in Mary, Lima number 7.
[AGENT][NEUTRAL] OK, thank you and uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] And the date of service is [PII] with the charges amount is $558.00.
[AGENT][NEUTRAL] OK, that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, if you don't mind, can I get your name?
[AGENT][NEUTRAL] Uh, it's [PII]
[CUSTOMER][POSITIVE] OK. Thank you so much for providing me your name.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course, OK, and I do believe I found this claim. Let's see. OK, yes, uh, so we are missing a copy of the primary EOB for this claim.
[CUSTOMER][POSITIVE] Good to hear.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Uh, may I know when did you receive, uh, this claim, by the way?
[AGENT][NEUTRAL] Yes, uh, this claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Uh, may I know the, uh, I'm, I'm sorry. May I know the claim number also?
[AGENT][NEUTRAL] Yes, that's 347-0592.
[CUSTOMER][NEUTRAL] I'm repeating 347-0592, is it?
[AGENT][POSITIVE] That's correct, yes.
[CUSTOMER][NEUTRAL] OK. Um, it's denied for uh pay the UOV.
[AGENT][NEUTRAL] We're missing the primary EOB, right?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Uh, may I know the fax number where we can, uh, submit the
[AGENT][NEUTRAL] Of course, yeah, fax number that is [PII].
[CUSTOMER][NEUTRAL] Primary.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] [PII] 423. OK, I'm repeating again [PII], is it?
[AGENT][NEUTRAL] That's
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, may I know the TFL of the submitting, uh, bill, no time frame, is it?
[AGENT][NEGATIVE] Right, there's no timely filing limit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Uh, so the last question to you, [PII]. May I know the caller reference number also for this claim?
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII], and was there anything else I could help you with yes?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Uh, no, thank you so much, [PII], and I appreciate you, uh, you giving me the information, really.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Of course, yeah, thanks for giving us a call. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too as well.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.