AccountId: 011433970860
ContactId: db2a7f0a-6dbd-4af5-8947-cf5453d07dc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 267690 ms
Total Talk Time (AGENT): 95042 ms
Total Talk Time (CUSTOMER): 66374 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/db2a7f0a-6dbd-4af5-8947-cf5453d07dc5_20250519T17:27_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Hi, this is [PII] from the provider's office. How are you today?
[AGENT][POSITIVE] I'm so sorry. What did you say your name was?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] Hi, [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Yeah, I'm looking for a claim status for the number jacked up for.
[AGENT][NEUTRAL] OK, you have one claim that you're needing status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yes, I can help you with that, [PII], and what is your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm sorry, [PII], your voice is cutting out. I heard [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Uh sorry, that's [PII].
[AGENT][NEUTRAL] Thank you and the member's policy number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the policy number, [PII], that you're calling about?
[CUSTOMER][NEUTRAL] Yeah, that was 02588702.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And any information that I provide for you today will be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] That was [PII]. The date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] And what is the date of service and total bill amount for him, please?
[CUSTOMER][NEUTRAL] Data service is [PII] and the total bill amount is $679 679 dollars.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Oh thank you bye bye.
[AGENT][NEUTRAL] OK, so this claim was received, [PII].
[AGENT][NEUTRAL] This claim was received on [PII], processed and denied on [PII].
[AGENT][NEUTRAL] The claim number is 358-567-7.
[CUSTOMER][NEUTRAL] yeah.
[AGENT][NEUTRAL] And the reason for the denial states to please provide copies of your primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK, then can I get the payer ID to submit those information?
[AGENT][NEUTRAL] 60801.
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][NEUTRAL] OK, can I get the call reference number?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Yes, it would be my name along with today's date and if you need a copy of the explanation of benefits with that remark on it, [PII], you can print that from our portal by going to [PII].
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] OK. Can I get your name?
[AGENT][NEUTRAL] Again, my name is [PII]
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] OK, then. Thank you, thank you for assistance. Have a wonderful day for you.
[AGENT][POSITIVE] OK. Well, you're welcome and if that is all I can help you with today and thank you again for calling APL and I hope you have a nice day as well.
[CUSTOMER][NEUTRAL] Yeah, bye.
[AGENT][NEUTRAL] Bye bye.