AccountId: 011433970860
ContactId: e0ec88e1-273a-424c-8e91-a57fbb0f7ae0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158369 ms
Total Talk Time (AGENT): 63180 ms
Total Talk Time (CUSTOMER): 75253 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/2025/01/23/e0ec88e1-273a-424c-8e91-a57fbb0f7ae0_20250123T13:00_UTC.wav
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[AGENT][NEUTRAL] Calling UPL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from the provider's office to get the claim status and how are you doing today?
[AGENT][NEUTRAL] I'm good, [PII]. I can help you. What's the policy number?
[CUSTOMER][NEUTRAL] Actually, you need the policy number or the claim number?
[AGENT][NEUTRAL] Both if you have them.
[CUSTOMER][NEUTRAL] Yeah, the claim number which I have is 3,442,350.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Uh, uh, the policy number is 01868789.
[AGENT][NEUTRAL] What's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And I do have
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. What's the patient
[CUSTOMER][NEUTRAL] I'm sorry for the interruption and uh I do have a denial stated here. Uh, we need the primary insurance COB.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK, let me verify the patient [PII] and then we can proceed, verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] One minute.
[CUSTOMER][NEUTRAL] The patient's name is gonna be
[CUSTOMER][NEUTRAL] Um, one minute.
[CUSTOMER][NEUTRAL] OK. uh [PII].
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And you were stating that we're requesting a copy of the primary explanation of benefits?
[CUSTOMER][NEUTRAL] Yes. Yeah, that is what I have in that EOB. So, can you please tell me when the claim has been received and denied for the primary EOB?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Received [PII], processed [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII]. OK. So what will be the fax number to send it, the primary OB to you?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] 3659423 attention claims.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you so much. And what will be the call reference number for this call?
[AGENT][NEUTRAL] My name in today's date, [PII].
[AGENT][NEUTRAL] ONYA first initial last name is [PII], you can also check your status on our online service center at [PII]. Did you have any other questions I can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's it. Thank you so much for your wonderful assistance and have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. Have a good day as well.