AccountId: 011433970860
ContactId: ee96e100-a4a5-4755-8981-dcc09671551d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243229 ms
Total Talk Time (AGENT): 92928 ms
Total Talk Time (CUSTOMER): 64607 ms
Interruptions: 2
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/ee96e100-a4a5-4755-8981-dcc09671551d_20250606T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. This is [PII] calling you from providers software to check on a claim status.
[AGENT][NEUTRAL] Sure, [PII]. I can assist you with claim status. Um first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] The policy number starts with
[CUSTOMER][NEUTRAL] 0244655557
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Women
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII] for the bill amount, $310 even.
[AGENT][NEUTRAL] OK, one moment, I'm still waiting on my system.
[AGENT][NEUTRAL] OK, yes, we received.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] That claim number is 3493023.
[AGENT][NEUTRAL] We received it on.
[AGENT][NEUTRAL] We received it on [PII] and it processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Uh, yeah, it was for, for medical primary you be right.
[AGENT][NEUTRAL] Right. We need the primary carrier's explanation of benefits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, but we send this uh multiple times via mail.
[AGENT][NEUTRAL] OK. I'm still not showing where we received the explanation of benefits. Um, what address did you send it to?
[CUSTOMER][NEUTRAL] It is on [PII].
[CUSTOMER][NEUTRAL] OK. [PII].
[AGENT][NEUTRAL] OK. Yes, sir. That's the correct address, but I'm not showing it on file. Um, claims can also be faxed in or you can send it through our payer ID.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Uh, but we gonna send this primary, you'll be via payer ID, so that's why we are sending it via mail. OK, do you have any fax number and this claim on?
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Yes, the fax number is.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 365
[AGENT][NEUTRAL] 942-3 and please attention it to the claims department.
[CUSTOMER][NEUTRAL] OK. And how do you spell your name?
[AGENT][NEUTRAL] It's spelled [PII] and my last initial is [PII], and my name and today's date is your reference number. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] A DIA, correct?
[AGENT][NEUTRAL] No, E, V like Victor, I E E V.
[CUSTOMER][NEUTRAL] OK, AVIA, OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, no issue, then I got it. Thank you so much. Have a great day ahead. Bye-bye.
[AGENT][POSITIVE] You do the same, [PII]. Thank you for calling APL. Have a great weekend. Bye.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thanks.