AccountId: 011433970860
ContactId: d69b72d4-8ea8-4d59-acd4-d345bbe0417a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 505750 ms
Total Talk Time (AGENT): 176036 ms
Total Talk Time (CUSTOMER): 134812 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/d69b72d4-8ea8-4d59-acd4-d345bbe0417a_20250212T14:31_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm transferring over and I did not catch her name. She speaks very quickly. Um, but she's calling about uh, the claim status for [PII]. His policy number.
[CUSTOMER][NEUTRAL] Is 022.
[CUSTOMER][NEUTRAL] 82219
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] Does she have a claim number?
[CUSTOMER][NEUTRAL] I did not ask for a claim number.
[AGENT][NEUTRAL] And where are you calling from?
[CUSTOMER][NEUTRAL] I'm with APL.
[AGENT][NEUTRAL] Because you just said your name and you didn't say what the department you were in. What is the data service again if you don't mind providing it to me.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] 8 22 24.
[AGENT][NEUTRAL] Is the 822 of 24?
[CUSTOMER][NEUTRAL] 827 24, sorry.
[AGENT][NEUTRAL] ER visit.
[AGENT][NEUTRAL] And what's your you what department you transferring from?
[CUSTOMER][NEUTRAL] I'm transferring from broker resources.
[AGENT][NEUTRAL] OK, you can send out this the provider or the insured.
[CUSTOMER][NEUTRAL] It's the provider.
[AGENT][POSITIVE] Thank you. We need the EOB but you can send over I can assist her.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Mhm. Have a good one.
[AGENT][NEUTRAL] Hello, how are you doing?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on here provides office to check the client details. How are you doing today?
[AGENT][POSITIVE] I'm great, thanks for asking and yourself?
[CUSTOMER][POSITIVE] Yeah, I'm too good. Thank you for asking.
[AGENT][NEUTRAL] Can I have your name and a callback number for you just in case the call is disconnected?
[CUSTOMER][NEUTRAL] On the.
[CUSTOMER][NEUTRAL] OK. My name is [PII] last name [PII]. And the callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII] and could you verify that patient's name that your name and date of birth that you're checking the claim status for?
[CUSTOMER][NEUTRAL] OK. The patient's name is [PII], and the date of birth is [PII]. The facility name is Allegheny Regional Hospital.
[AGENT][NEUTRAL] For [PII]?
[CUSTOMER][NEUTRAL] The policy number is
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] 7042. Thank you.
[CUSTOMER][NEUTRAL] May I know your name?
[AGENT][NEUTRAL] My name is [PII]. So this policy, the claim, we received the claim [PII], it was processed [PII]. We're requesting a primary EOB because we're a gap insurance, [PII].
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You did say your name was [PII], correct?
[CUSTOMER][NEUTRAL] OK. May I know the
[CUSTOMER][NEUTRAL] OK. May I know the received date?
[AGENT][NEUTRAL] I'm not sure if you heard me when I gave it to you, but I can repeat it again.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The received date was [PII]. It was processed [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, this is the primary year.
[AGENT][NEUTRAL] Yes, we're requesting the primary ELB because we're a gap insurance.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. May I know the mailing address?
[AGENT][NEUTRAL] Yes, give me one moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The mailing address will be addressed to APL claims department.
[CUSTOMER][NEUTRAL] May I know the claim mailing address?
[AGENT][NEUTRAL] I'm giving it to you. Are you not able to hear me?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Mhm. Uh, yes, it's audible.
[AGENT][NEUTRAL] Are you not able to hear me?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So the mailing address will be addressed to American Public Life Claims Department, APL claims department.
[AGENT][NEUTRAL] [PII] that's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. That's [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes, that is correct. We have a payer ID as well. Would you like that in the fax number?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Hm yes.
[AGENT][NEUTRAL] The fax number is [PII]. That's [PII].
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] OK. May I know the payer ID?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] 60801. Just a minute.
[CUSTOMER][NEUTRAL] Is this?
[CUSTOMER][NEUTRAL] Just a minute.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Yes, yes. Just a minute.
[CUSTOMER][NEUTRAL] OK, hello.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes. Mhm.
[CUSTOMER][NEUTRAL] Uh, we already sent the primary UB. Is it received it?
[CUSTOMER][NEUTRAL] Do you?
[AGENT][NEGATIVE] No, we have not received the primary EOB. That is the reason why we, that we denied the claim.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] The claim number is 3547042. That's 3547042.
[CUSTOMER][NEUTRAL] OK. May I know the call reference number?
[AGENT][NEUTRAL] We don't provide those unfortunately, however, you can use my name and today's date as a reference. It's [PII], and today's date as a reference.
[CUSTOMER][NEUTRAL] OK, and then
[CUSTOMER][POSITIVE] OK. Thank you for your assistance. Have a great day, [PII].
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.
[CUSTOMER][NEUTRAL] OK. Bye-bye.