AccountId: 011433970860
ContactId: d5575391-4939-438b-bea2-13009776000b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282010 ms
Total Talk Time (AGENT): 63608 ms
Total Talk Time (CUSTOMER): 131665 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/d5575391-4939-438b-bea2-13009776000b_20250618T20:07_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], I think I just spoke to you a second ago, and this is [PII] from Broker Resources.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh well, I
[AGENT][NEUTRAL] All right, now, I transferred somebody your way, OK.
[CUSTOMER][POSITIVE] Yes, yes, which made me laugh because the lady said that she never even looked at claims before she just wanted to know if we could see it now.
[AGENT][NEUTRAL] What?
[CUSTOMER][NEUTRAL] Yeah and she was so hostile about hey like I can I used to be able to see claims and I was like OK so yeah I just thought that was a funny update but um I I have a.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, a provider on the phone. Her name is [PII], and she's wanting to know the status on the claim, and I, it's hard to understand her, um, so I just wanna give you a heads up, um, but I don't have, she doesn't have the group number. I'm guessing all she has is the policy number.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, perfect. Thank you so much, [PII] send her my way.
[CUSTOMER][POSITIVE] Of course, alright, I'll introduce you and then um I'll let her go to you.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] [PII], are you still there?
[CUSTOMER][POSITIVE] Yes, yes. OK, perfect. I have [PII] on the line um from our claims department and she'll be able to assist you OK?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Hi, [PII]. Do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, I have the policy number. It is 02169085.
[AGENT][NEUTRAL] OK and then do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] OK and what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service is on [PII]. And the total charges will be $38,634 even.
[AGENT][NEUTRAL] It looks like we received the claim on 26-25.
[AGENT][NEUTRAL] Process 2285.
[AGENT][NEUTRAL] Uh, we need a copy of the primary.
[CUSTOMER][POSITIVE] Oh, I'm really sorry.
[CUSTOMER][NEUTRAL] Uh, I'm really sorry. Can you please repeat the claim, received it and process it?
[AGENT][NEUTRAL] Claim was received 2 26-25.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Process 28, 25.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right, OK.
[AGENT][NEUTRAL] We need a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK, one
[CUSTOMER][NEUTRAL] OK. Uh, can you please, uh, provide me the fax number?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Uh, what is the timely filing limit for this?
[AGENT][NEUTRAL] So there's no timely filing limit?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a second.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Um, the fax number, OK. Uh, can I get the caller reference number?
[AGENT][NEUTRAL] Reference number is my name is [PII], and today's stage.
[CUSTOMER][NEUTRAL] Can you please spell your name?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you, [PII]. Thank you so much.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a great day too. Bye bye.