AccountId: 011433970860
ContactId: d5f1da0d-3510-4f26-8222-ebf7bc42a718
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181440 ms
Total Talk Time (AGENT): 67490 ms
Total Talk Time (CUSTOMER): 53108 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/d5f1da0d-3510-4f26-8222-ebf7bc42a718_20250516T18:12_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to assist you with the claim status, and can you repeat your name for me please?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, and [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yes. It's [PII]. No extension. It's a direct line. And the policy number is 01882218 uh sorry, it's uh M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, and the member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] And the retail service is 9-18-2024 and the total bill amount is 9, sorry, it's $1,144 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Metro emergency physician.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] Alright, so I'm showing the original claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 352-066-9.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII].
[AGENT][NEUTRAL] The claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] OK. May I know which insurance is listed as primary?
[AGENT][NEUTRAL] Sure, hold on one moment.
[AGENT][NEUTRAL] And I'm showing UMR as primary insurance?
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] How can I get the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. And again, that's [PII], the first initial of my last name is [PII].
[CUSTOMER][POSITIVE] Thank you. Thank you for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII], and thanks for calling APL. Have a great weekend. Bye-bye.