AccountId: 011433970860
ContactId: db4d342e-73d6-48be-bcbd-aa0d7d174b61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 275049 ms
Total Talk Time (AGENT): 88689 ms
Total Talk Time (CUSTOMER): 65934 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/db4d342e-73d6-48be-bcbd-aa0d7d174b61_20250213T22:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm looking for claim status.
[AGENT][POSITIVE] Alright, [PII], I'm happy to check claim status today. What's the patient policy number?
[CUSTOMER][NEUTRAL] Patient policy number is, just a moment.
[CUSTOMER][NEUTRAL] It is 02331433.
[AGENT][POSITIVE] Alright, thank you for that. Give me one moment.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth please?
[CUSTOMER][NEUTRAL] Sure. Patient first name is [PII], last name is [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Prish date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And then what is the data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] Total charge amount, $1,787.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Right, so the claim was originally received on [PII]. Claim was denied. We requested the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Um, could you please repeat, uh, the process date?
[AGENT][NEUTRAL] Claim is processed on [PII].
[CUSTOMER][NEUTRAL] And claim number?
[AGENT][NEUTRAL] 3473608.
[CUSTOMER][NEUTRAL] 08
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] All right. And claim is denied for?
[AGENT][NEUTRAL] We need the primary EOB.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] May I know where we can send the Prime DOB?
[AGENT][NEUTRAL] You can send it via mail or fax, which would you prefer?
[CUSTOMER][NEUTRAL] Could you please provide mailing address and fax number?
[AGENT][NEUTRAL] Mailing address is going to be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] [PII]. All right. And the fax number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 365.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][POSITIVE] Thank you for the information. And may I have your name?
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII].
[CUSTOMER][NEUTRAL] Right. And the reference number?
[AGENT][NEUTRAL] Call references my name with my last initial in today's date. My last initial is [PII].
[CUSTOMER][NEUTRAL] And today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] All right. Thank you very much for the information, [PII], and have a nice day.
[AGENT][NEUTRAL] You too bye bye.