AccountId: 011433970860
ContactId: e9eb37b9-f3b4-4d6a-8d0f-f94f3e82ad25
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220710 ms
Total Talk Time (AGENT): 73576 ms
Total Talk Time (CUSTOMER): 80509 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/e9eb37b9-f3b4-4d6a-8d0f-f94f3e82ad25_20250108T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] and I'm checking on a claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] 021.
[CUSTOMER][NEUTRAL] 254-4 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] it's a direct line.
[AGENT][POSITIVE] Thank you. OK.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Can you repeat the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yeah, 021.
[CUSTOMER][NEUTRAL] 254
[CUSTOMER][NEUTRAL] 44
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] M as in Mike, L as in Lima, 8.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK. You said that the patient's name is uh [PII], and give me her date of birth again, please.
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] Thank you for that, [PII], and we're checking claim status.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we can help with that information. What's the date of service and the total charge?
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Date of service is [PII] and total bill amount is $14,132.64.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we've denied it for a copy of the primary insurance explanation of benefits. Do you need to know what, when the claim?
[CUSTOMER][NEUTRAL] Oh yes, we had recently.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, we recently sent it via fax on [PII].
[AGENT][NEUTRAL] OK, so just recently?
[CUSTOMER][NEUTRAL] Yeah, yesterday.
[AGENT][NEUTRAL] OK, so, oh yeah, it'll take about 24 to 4 48 hours to be uploaded into the patient's file.
[CUSTOMER][NEUTRAL] OK, so we need to allow time?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, uh, for 24 to 48 hours, so we can, uh, follow up after a week.
[AGENT][NEUTRAL] Uh, within 5 to 7 business days, yes, that'll be fine.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions, [PII]?
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] OK, on this 1 may I know the claim number?
[AGENT][NEUTRAL] That claim number is 3476935.
[CUSTOMER][NEUTRAL] 4976735
[AGENT][NEUTRAL] 34769.
[AGENT][NEUTRAL] 35.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] OK, I'm so sorry, can you just repeat it once?
[AGENT][NEUTRAL] 347.
[AGENT][NEUTRAL] 69
[AGENT][NEUTRAL] 35.
[CUSTOMER][POSITIVE] Thank you so much. OK, thank you so much. Can you provide me a call reference number?
[AGENT][NEUTRAL] My name in today's date, [PII]. And any other questions, [PII], we can help with today?
[CUSTOMER][POSITIVE] Oh no, thank you so much have a good day.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank you, bye.