AccountId: 011433970860
ContactId: e5499a5d-4027-461d-99ba-5d78736ca3d9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200029 ms
Total Talk Time (AGENT): 73788 ms
Total Talk Time (CUSTOMER): 82630 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e5499a5d-4027-461d-99ba-5d78736ca3d9_20250613T21:43_UTC.wav
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[AGENT][NEUTRAL] uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is Via from the provider's office. Before we start, can you please spell your name?
[AGENT][NEUTRAL] Sure, [PII] last initial [PII]
[AGENT][NEUTRAL] And spell your name for me please.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you. And Ms. [PII], how may I assist you today?
[CUSTOMER][NEUTRAL] I need the general status of the claim.
[AGENT][NEUTRAL] OK, and what is the policy number, please? Bless you.
[CUSTOMER][NEUTRAL] Sorry for that. 02584103.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and date of service amount of the charge?
[CUSTOMER][NEUTRAL] [PII] $23,365.07.
[AGENT][NEUTRAL] OK, and do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said date of service is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I don't show that claim has been received. Can you verify the mailing address the claim was submitted to?
[CUSTOMER][NEUTRAL] Let me just check, just a moment.
[CUSTOMER][NEGATIVE] Seems like this claim is denied. I have the ICN number for the denied one.
[AGENT][NEUTRAL] No, do you have the claim number from our company for denial because I don't show the claim has been received.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Uh, it's not one of our policy numbers or claim numbers.
[AGENT][NEUTRAL] As I stated, we had not received the claim. Can you verify the address the claim was submitted to?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Just a moment. [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] That is correct. Uh, if you like, you can remail the claim or I can give you our fax number. You can fax it to us.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, fax number [PII].
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] OK. Lastly, may I have the reference number for this call?
[AGENT][NEUTRAL] Uh, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you so much for assisting me. You stay safe and enjoy the rest of your day. Bye bye.
[AGENT][POSITIVE] You too, thank you for calling APL bye.