AccountId: 011433970860
ContactId: de9e571b-4108-4c98-9db9-a27854503329
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221360 ms
Total Talk Time (AGENT): 72258 ms
Total Talk Time (CUSTOMER): 126316 ms
Interruptions: 7
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/de9e571b-4108-4c98-9db9-a27854503329_20250519T18:22_UTC.wav
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[AGENT][NEUTRAL] For calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling for claim status.
[AGENT][NEUTRAL] Sure, [PII], I will assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] that policy number. [PII]. It's a direct line. And the policy number is
[CUSTOMER][NEUTRAL] 02389382
[AGENT][NEUTRAL] Can you verify that patient's name and date of birth for me, [PII] and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Bye.
[CUSTOMER][POSITIVE] And I'll be able to assist you.
[CUSTOMER][NEUTRAL] So the patient's name is [PII], [PII].
[CUSTOMER][NEUTRAL] No, no, [PII], no voices in on loan.
[AGENT][NEUTRAL] And you're calling to verify benefits eligibility for what place of service?
[CUSTOMER][NEUTRAL] benefits eligibility for what place of service uh claim status.
[AGENT][NEUTRAL] I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] What is the data service that you're calling to check the status of a claim for [PII]?
[CUSTOMER][NEUTRAL] I'm fine.
[CUSTOMER][NEUTRAL] What is the data services the status of a plan for my. [PII].
[AGENT][NEUTRAL] Can you provide me with a procedure code?
[CUSTOMER][NEUTRAL] Can you provide me with a procedure code.
[CUSTOMER][NEUTRAL] The procedure code is 73564.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII].
[CUSTOMER][NEUTRAL] Claim was received [PII]. It was processed [PII].
[AGENT][NEUTRAL] And there was no payment made on this claim because we're requesting a primary EOB.
[CUSTOMER][NEUTRAL] And there was no payment made on this claim because we're requesting the primary EOB. OK, what's the claim number?
[AGENT][NEUTRAL] The claim number is 3583405.
[CUSTOMER][NEUTRAL] Claim number is 3583405. Actually, OK. And I have uh one more claim for the same date of service. Bye.
[CUSTOMER][NEUTRAL] Shall I provide you the bill amount?
[AGENT][NEUTRAL] Um, give me one moment please.
[CUSTOMER][NEUTRAL] Sorry, uh, what is the time for 90 days from? Same date of service.
[AGENT][NEUTRAL] I don't remember it. What was the date of service?
[CUSTOMER][NEUTRAL] I don't remember what was the date of birth? [PII].
[AGENT][NEUTRAL] And what is your procedure code?
[CUSTOMER][NEUTRAL] And what is your procedure called? 99204.
[AGENT][NEUTRAL] We're requesting an EOB as well.
[CUSTOMER][NEUTRAL] We're requesting the EOB as well. OK, may I know the claim received it, process your claim number?
[AGENT][NEUTRAL] Claim was received [PII], [PII].
[CUSTOMER][NEUTRAL] I would received the first process [PII] for the time. Could you please hold on a second.
[AGENT][NEUTRAL] Claim number is 3583886. It's 3583886.
[CUSTOMER][NEUTRAL] Claim number 358388 sorry.
[CUSTOMER][NEUTRAL] May I know the receipt date of the claim?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] for the first.
[CUSTOMER][NEUTRAL] OK, what's the call reference number for our conversation?
[AGENT][NEUTRAL] We don't provide reference numbers. [PII], I mean [PII], however, you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] Get it. We don't provide reference numbers. Do you have a pay ID? my name is a reference. What's the pay ID? 0801 is the payer ID. Thank you so much and have a nice day. the fax number.
[AGENT][NEUTRAL] 60801 is the payer ID.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well. Goodbye.