AccountId: 011433970860
ContactId: d68fadab-cf4f-483b-b40c-b2d819c01738
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222479 ms
Total Talk Time (AGENT): 87892 ms
Total Talk Time (CUSTOMER): 91403 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/d68fadab-cf4f-483b-b40c-b2d819c01738_20250219T17:12_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office to check the claim status. Good morning. Uh, good afternoon, sorry.
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] No worries. I, I knew what you meant. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] [PII], can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, yes. Uh, before going ahead, this call is being recorded. Uh, so the, my callback number will be [PII].
[AGENT][NEUTRAL] Thank you and what's the policy number for you?
[CUSTOMER][NEUTRAL] OK. So policy number will be
[CUSTOMER][NEUTRAL] 0241
[CUSTOMER][NEUTRAL] 9374.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is this member's name and date of birth that you're inquiring eligibility for?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And you're calling to verify benefits and eligibility, correct?
[CUSTOMER][NEUTRAL] No, I'm calling for claim status.
[AGENT][NEUTRAL] Oh, check the status of a claim. My apologies. What is the date of service that you're inquiring claim status for?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, the date of service will be [PII] and the bill amount is
[CUSTOMER][NEUTRAL] $330 even.
[AGENT][NEUTRAL] We're requesting the primary ELB to be sent in. It wasn't sent in yet.
[CUSTOMER][NEUTRAL] OK. So you need the primary UB to process the claim, right?
[AGENT][NEUTRAL] Yes, that's correct. We need the primary ELB because we are GAP insurance. The claim was received [PII]. It was processed Royal [PII] when we were requesting the EOB to be sent in, which has not been sent in yet.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. Um, do one thing, uh, by the way, what's your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. Just one moment.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] [PII], OK. So I I do one thing, uh, tell me the uh fax number so I can fax the um primary OB.
[AGENT][NEUTRAL] Fax number will be [PII] that's [PII]. You can put attention claims department and let me give you the claim number so you can mention that as well on the fax.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, yes. Tell me the claim number.
[AGENT][NEUTRAL] It is 352-3532. It's 352-3532.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK. 352-353-2, right?
[AGENT][POSITIVE] Yes, that is correct.
[CUSTOMER][NEUTRAL] OK. And also tell me the call reference number.
[AGENT][NEUTRAL] We don't provide those. You can use my name in today's date as a reference.
[CUSTOMER][NEGATIVE] [PII].
[CUSTOMER][POSITIVE] OK. Thank you, Saya. Have a great day. Bye.
[AGENT][NEUTRAL] Is there anything else that I can assist you with, [PII]?
[CUSTOMER][NEGATIVE] Not at all. Mhm.
[AGENT][POSITIVE] Thanks for calling APL and have a great day.