AccountId: 011433970860
ContactId: dd1f3aab-01df-4304-b918-adc870050669
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 309160 ms
Total Talk Time (AGENT): 72207 ms
Total Talk Time (CUSTOMER): 111036 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/dd1f3aab-01df-4304-b918-adc870050669_20250506T21:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, [PII], this is [PII] here calling from the provider's office, checking on the client status here.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It is [PII] [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah. It is 0244.
[CUSTOMER][NEUTRAL] 981 5
[AGENT][NEUTRAL] The patient name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII], and I repeat that. It is [PII]. It spelled as [PII]. And the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the date of service and bill charges.
[CUSTOMER][NEUTRAL] [PII] with the total amount of $140 even. It is $140.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Uh, it looks like we received that [PII].
[AGENT][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] Looks like we're waiting on the primary explanation of benefits. Do you know if that was sent?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, one moment. You're saying that the claim was, it didn't, yeah, didn't process it. Am I right?
[AGENT][NEUTRAL] Yes, we need the primary explanation of benefits.
[CUSTOMER][NEUTRAL] Yeah, I got that. Yeah, one moment.
[CUSTOMER][NEUTRAL] Yeah, can I have the client number?
[AGENT][NEUTRAL] Um, actually it looks like, I checked on a different claim. It looks like we did receive the primary EOB.
[AGENT][NEUTRAL] Uh, we received that on.
[AGENT][NEUTRAL] 47 2025.
[AGENT][NEUTRAL] And we made a payment of
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Go ahead with the payment details, please.
[AGENT][NEUTRAL] 6234, you will check.
[CUSTOMER][NEGATIVE] Yeah, single check about it. I couldn't get that properly.
[AGENT][NEUTRAL] Single check.
[CUSTOMER][NEUTRAL] Yeah, I do got that. Can I have the check number?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] 2037569
[CUSTOMER][NEUTRAL] Did you got that. OK, can I have the pay date once again?
[AGENT][NEUTRAL] 47 2025.
[CUSTOMER][NEUTRAL] They got that
[CUSTOMER][NEUTRAL] Is there any patient responsibility?
[CUSTOMER][NEUTRAL] No, the total have been paid. Am I right, [PII]?
[AGENT][NEUTRAL] Uh, we don't determine patient responsibility. We're secondary.
[CUSTOMER][NEUTRAL] Yeah. Yeah, I do got that. One moment.
[CUSTOMER][NEUTRAL] Yeah, can I have the issue date and the clear date of the check?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Uh it looks like the check was issued on [PII].
[AGENT][POSITIVE] Um, I show it's still outstanding.
[CUSTOMER][NEUTRAL] Yeah, I got that. Hey, can I have the claim number?
[AGENT][NEUTRAL] Claim number 3585539.
[CUSTOMER][NEUTRAL] Have you got that.
[CUSTOMER][NEUTRAL] Yeah. Yeah, can I have a copy of the UB through fax?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][POSITIVE] Yeah, thank you. Thanks for that.
[AGENT][NEUTRAL] Is there anything else I can help with today?
[CUSTOMER][POSITIVE] Yeah, I know that. I do think I got all the information here with today with you.
[CUSTOMER][POSITIVE] And it was a pleasure to speak with you, [PII]. And it was good with you and got all the information about today. Yeah, thanks for your assistance, [PII].
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening.
[CUSTOMER][NEUTRAL] You too, bye for now.