AccountId: 011433970860
ContactId: eab003d7-3f96-412f-955f-91477895f41e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 291269 ms
Total Talk Time (AGENT): 78839 ms
Total Talk Time (CUSTOMER): 92329 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/eab003d7-3f96-412f-955f-91477895f41e_20250516T16:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] This is [PII] calling on provider's office to check on our client status.
[AGENT][POSITIVE] OK, and I'm happy to check on a claim for you. Do you have the policy number?
[CUSTOMER][NEUTRAL] 02
[CUSTOMER][NEUTRAL] 19
[CUSTOMER][NEUTRAL] 842 7.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you. One moment.
[AGENT][NEUTRAL] And if I can have patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. The patient's date of birth is [PII].
[AGENT][POSITIVE] Thank you. Data service.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] $49,523.10.
[CUSTOMER][NEUTRAL] Today
[AGENT][NEUTRAL] What was the data service?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah, my mother
[AGENT][NEUTRAL] And what was the bill amount again?
[CUSTOMER][NEUTRAL] $49,52349,523.10.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Alright, so we did receive a claim for this state of service claim was received [PII].
[CUSTOMER][NEUTRAL] May I have your name, please?
[CUSTOMER][NEUTRAL] May I have your name, please?
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] May I have your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes, [PII], am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] May I have the received date?
[AGENT][NEUTRAL] Would you
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, may I have the process date?
[AGENT][NEUTRAL] 22825.
[CUSTOMER][NEUTRAL] May I have the claim number?
[AGENT][NEUTRAL] 356-932-3
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] May I have the claim status?
[AGENT][NEGATIVE] It was denied for an explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK wait for a moment.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] But as for checking, we already submitted that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] We do not show that on file, so it would need to be resubmitted.
[CUSTOMER][NEUTRAL] OK. May I have the copy of your through fax? I have a fax number.
[AGENT][NEUTRAL] What is the fas?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Wait for a moment. OK, may I have the fax fax number of yours?
[AGENT][NEUTRAL] 8773659423.
[CUSTOMER][NEUTRAL] Wait for a moment.
[CUSTOMER][NEUTRAL] 88
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] 877.
[CUSTOMER][NEUTRAL] 877.
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I have the time the following limit?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] May I have the claim number again?
[AGENT][NEUTRAL] 356-932-3
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK, may I have the call reference number?
[AGENT][NEUTRAL] That is my name with my last initial and today's date. My name is spelled [PII].
[CUSTOMER][NEUTRAL] I