AccountId: 011433970860
ContactId: d6c6e252-f530-4216-9a7a-07678590904f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302640 ms
Total Talk Time (AGENT): 74399 ms
Total Talk Time (CUSTOMER): 80793 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d6c6e252-f530-4216-9a7a-07678590904f_20250417T19:53_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] OK, I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is what mm hold on let me go back.
[CUSTOMER][NEUTRAL] 024771117.
[AGENT][NEUTRAL] And the phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. My extension is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Welcome.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thanks for that information, [PII], and you said that you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, the data service in charge?
[CUSTOMER][NEUTRAL] 12725557.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] I'm I
[CUSTOMER][NEUTRAL] I let me you you.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][POSITIVE] Thank you for um telling her to go what she needs to go.
[AGENT][NEUTRAL] I do have the claim.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Showing a received date of [PII] it processed on [PII].
[AGENT][NEUTRAL] And so the office visit fee is not covered by the patient's policy, the two treatment codes. Uh, we are requesting a copy of the major medical explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] To complete the process.
[CUSTOMER][NEUTRAL] Um, that was faxed. Yes, that was faxed with the claim on [PII].
[AGENT][NEUTRAL] On 328?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Hold on 1 2nd.
[CUSTOMER][NEUTRAL] Property
[CUSTOMER][NEUTRAL] I will boo.
[AGENT][NEUTRAL] Yeah, I see. What's the name of the, the location?
[CUSTOMER][NEUTRAL] The what do you mean?
[AGENT][NEUTRAL] What office are you calling on behalf of?
[CUSTOMER][NEUTRAL] Oh, Orthopedic Center in [PII].
[AGENT][NEUTRAL] OK, I just see the CMS 1500 form. There's no EOB attached.
[CUSTOMER][NEUTRAL] Oh, OK, so can I fax that.
[AGENT][NEUTRAL] Have a cover sheet and the primary.
[AGENT][NEUTRAL] You can. Our fax number is 877.
[CUSTOMER][NEUTRAL] I'm sorry, yeah, I, I'm sorry baby, you said you have a cover sheet and what?
[AGENT][NEUTRAL] The CMS 1500 form your itemized bill.
[CUSTOMER][NEUTRAL] Oh, that's it. OK, what's that fax number? Go ahead, sweetie.
[AGENT][NEUTRAL] 877-365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942-3 attention claims.
[CUSTOMER][NEUTRAL] 365 or 362 because I faxed the claim to 362.
[AGENT][NEUTRAL] It's 365.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, attention clients and what's your name?
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII]. And did you have any other questions V else I could help with today?
[CUSTOMER][POSITIVE] No, that'll be it, [PII]. Thank you so much.
[AGENT][POSITIVE] Uh, you're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.