AccountId: 011433970860
ContactId: edc37d91-c3a7-4b99-93c0-6edf32a0b4d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357260 ms
Total Talk Time (AGENT): 121150 ms
Total Talk Time (CUSTOMER): 144495 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/edc37d91-c3a7-4b99-93c0-6edf32a0b4d6_20250213T17:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Just
[CUSTOMER][NEUTRAL] Oh hey there, my name is [PII]. I'm calling from the provider's office to check on the claim.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Um, I mean, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure, it is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the policy number?
[CUSTOMER][NEUTRAL] Um, yes, I do. It is 02.
[CUSTOMER][NEUTRAL] 521-725.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], um, date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Um, yes, I do, uh, $393,184.25.
[AGENT][POSITIVE] Got it. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, uh, so we did receive this claim [PII]. It looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] OK, I understand that. And besides needing the primary it will be, is there any other documents that or that you may need?
[AGENT][NEGATIVE] No, that's all that it's specifying that we're missing.
[CUSTOMER][NEUTRAL] OK, so primary EOB. OK, um, and just for us to provide with that information or that document, um, can you please provide me with the mailing address and fax number if available?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course, um, so our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And that is in [PII].
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] 50 got it thank you so much OK uh.
[AGENT][NEUTRAL] OK, yeah, of course.
[CUSTOMER][NEUTRAL] And by any means do you have a fax number too?
[AGENT][NEUTRAL] Absolutely, so our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] 29423 thank you. um, also one more question uh what is the timely file limit or timely limit that we have in order to um provide you with this document that you need?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course.
[AGENT][NEGATIVE] There's no timely filing limit.
[CUSTOMER][POSITIVE] OK great uh.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, yeah, and lastly, can you please.
[AGENT][NEUTRAL] If you'd like, [PII], I can send you a copy of this EOB.
[CUSTOMER][POSITIVE] Oh yes please yes as we don't have it over here.
[AGENT][NEUTRAL] Sir, do you have a fax number?
[CUSTOMER][NEUTRAL] Um, yes, I do. Let me just provide it to you. Let me just one second, OK.
[AGENT][NEUTRAL] OK. Mhm.
[CUSTOMER][NEUTRAL] OK let me find it.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] That's number.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, uh let me know when you're ready.
[AGENT][POSITIVE] I'm ready.
[CUSTOMER][NEUTRAL] OK, so it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, and would I just put this to your attention, [PII]?
[CUSTOMER][NEUTRAL] Um, sorry?
[AGENT][NEUTRAL] Um, the attention for the fax, would I just put it to your attention?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK, alright, I will go ahead and get that sent to you. Did you need the claim number?
[CUSTOMER][NEUTRAL] Uh, let me see if I have it. Well, I think I have a claim number, but can you please provide it just to make sure I have it right?
[AGENT][NEUTRAL] Of course, yes, so that's uh 352-888-83.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Uh yes, that's the one I have. Great. Thank you. OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, was there anything else I could help you with?
[CUSTOMER][POSITIVE] Oh, if you can please provide me with a caller reference number would be great.
[AGENT][NEUTRAL] Sure, that would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] is [PII]
[CUSTOMER][NEUTRAL] OK and you said uh today's date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. OK, got it. OK, so thank you so much, [PII]. Uh, again, I appreciate the help and the assistance and I hope you have a good rest of your day.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Yeah, thanks for calling APL. I hope you do too thank you bye bye.
[CUSTOMER][POSITIVE] Thank you bye for now. Bye bye.
[AGENT][NEUTRAL] Bye.