AccountId: 011433970860
ContactId: e2f4d831-3ec4-462f-ab9f-4606b25968ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237800 ms
Total Talk Time (AGENT): 93138 ms
Total Talk Time (CUSTOMER): 69282 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/e2f4d831-3ec4-462f-ab9f-4606b25968ab_20250326T12:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. My name is [PII].
[AGENT][NEUTRAL] Hi, [PII], how are you today?
[CUSTOMER][POSITIVE] I'm doing great. How about you?
[AGENT][POSITIVE] I'm doing well, and how may I assist you today?
[CUSTOMER][NEUTRAL] I want to check the claim status.
[AGENT][POSITIVE] OK, I'll be more than happy to help you with the claim status. May I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, that's [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Member's policy number, yeah. That's 02506184.
[AGENT][NEUTRAL] Thank you for that and how many claims do you have in total today?
[CUSTOMER][NEUTRAL] Yeah, that's one.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service for the claim?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bills?
[CUSTOMER][NEUTRAL] That's $10,590 even.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] That's Grand Strand Medical Center.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] So I'm showing that the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 3,556,150.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] Uh, well, uh, primary is needed, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah. Just give me a minute.
[CUSTOMER][NEUTRAL] Actually, I'm having the primary be here. How can I send it through?
[AGENT][NEUTRAL] You can fax it, you can mail it, or you can send it electronically. Um, which one would you prefer?
[CUSTOMER][NEUTRAL] Uh, uh, I will find a thing. Which one do you prefer I can send it through that mode.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Well, can I add it?
[AGENT][NEUTRAL] Yes, it's your preference, whichever one you want, I'll give you the information. Would you like to fax it? I can give you the fax number.
[CUSTOMER][NEUTRAL] Yeah, can I have the fax number?
[AGENT][NEUTRAL] Yes. So it's um [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] 877
[CUSTOMER][NEUTRAL] 365
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Uh 23. Thanks.
[AGENT][NEUTRAL] And it's gonna be um attention.
[CUSTOMER][NEUTRAL] That's 877-365.
[CUSTOMER][NEUTRAL] Oh, sorry, carry on.
[AGENT][NEUTRAL] I was just gonna tell you it's attention APL APL claims department.
[CUSTOMER][POSITIVE] OK. I can carry on.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you.
[AGENT][POSITIVE] You're welcome. Was there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, can I have the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] All right. Was there anything else I can help you with? You're welcome. Thanks for calling APL. Bye-bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Have a great day.
[CUSTOMER][NEUTRAL] No, that's it.