AccountId: 011433970860
ContactId: e09d84b0-bb62-4e63-a620-e21c5cd437e1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177440 ms
Total Talk Time (AGENT): 82463 ms
Total Talk Time (CUSTOMER): 46681 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/e09d84b0-bb62-4e63-a620-e21c5cd437e1_20250421T19:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I'm trying to get a claim status update, please.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with client status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] 02032966
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, it's gonna be for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] 24 total charge $355.02.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII]. It processed on [PII] and it's denied because according to the primary EOB that was sent along with it, the uh primary insurance company did not cover the charges, and if the primary insurance doesn't cover a charge, then um uh the secondary gap insurance won't cover the charge either.
[CUSTOMER][NEUTRAL] OK, is there an EOB that I can get?
[AGENT][NEUTRAL] Um, yes, ma'am. I can fax it to you.
[CUSTOMER][POSITIVE] OK, that would be great.
[AGENT][NEUTRAL] Your fax number, please?
[CUSTOMER][NEUTRAL] Same as my phone number [PII].
[AGENT][NEUTRAL] OK, so that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, and can I also get a claim number please?
[AGENT][NEUTRAL] Um, yes, ma'am. I was about to ask you that. Um, the claim number is 3581693.
[CUSTOMER][NEUTRAL] 93. OK, perfect. And I'm sorry, your name again?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's it. Thank you, [PII]. I appreciate your help.
[AGENT][POSITIVE] OK. You're welcome. Thank you for calling [PII], and you should receive your fax in about 10 minutes.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][POSITIVE] Mhm. You're welcome. Mm bye.
[CUSTOMER][NEUTRAL] Bye-bye.