AccountId: 011433970860
ContactId: eecc58d5-8f4b-41d9-8d57-ba8c5abf6f2b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299089 ms
Total Talk Time (AGENT): 100209 ms
Total Talk Time (CUSTOMER): 64223 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=2.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/eecc58d5-8f4b-41d9-8d57-ba8c5abf6f2b_20250109T20:09_UTC.wav
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[AGENT][NEUTRAL] Hi, thank you for calling APL. This is [PII]. How can I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider of account claim status. How are you doing today, [PII]?
[AGENT][POSITIVE] Hey, I'm doing wonderful [PII] how about yourself?
[CUSTOMER][POSITIVE] I'm doing great.
[AGENT][NEUTRAL] And you said you were looking for claim status, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Alright, yeah, I'd love to help you with that. Do you mind if I get a good call back number from you real quick?
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[AGENT][POSITIVE] Wonderful, thank you so much. And do you mind if I also go ahead and get the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The policy number is 0165.
[CUSTOMER][NEUTRAL] 9896
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, number 8.
[AGENT][POSITIVE] Thank you so much and let me get that policy pulled up for you.
[AGENT][NEUTRAL] I am so sorry, one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And may I have your patient's first and last name and date of birth, please?
[CUSTOMER][NEUTRAL] And the patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Do you know if she'd have a second last name on file?
[CUSTOMER][NEUTRAL] You don't receive any claim?
[AGENT][NEUTRAL] Let me see.
[AGENT][NEUTRAL] What would be the date of service for her?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the bill amount is $300 even.
[AGENT][NEUTRAL] And the name of the pro I'm so sorry hold on one second.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The name of the provider on file?
[AGENT][NEUTRAL] [PII], are you still there? Oh yes, sorry, sorry, do you have the name of the provider's office or the facility office on file?
[CUSTOMER][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Yeah, you'd
[CUSTOMER][NEUTRAL] It's Vital MD Group Building LLC and the tax ID is [PII].
[AGENT][NEUTRAL] Thank you so much. So I was able to locate your claim. It looks like your claim was received [PII], and your claim was processed on [PII]. I show your claim number is 352-0872.
[AGENT][NEUTRAL] And the claim was denied. The reason stating is please provide a copy of your explanation of benefits from your primary insurance.
[CUSTOMER][NEUTRAL] So you want primary UB?
[AGENT][NEUTRAL] Yeah, so we just need the EOB for a major medical.
[CUSTOMER][NEUTRAL] OK. Can you verify the claim number once again, it's 350872.
[AGENT][NEUTRAL] I'm sorry, 352-087-2.
[CUSTOMER][NEUTRAL] It's 352-087-2, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. What's the initial last name?
[AGENT][NEUTRAL] [PII],
[CUSTOMER][POSITIVE] OK, thank you so much. What is the call, call reference number?
[AGENT][NEUTRAL] Yeah, it's gonna be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for the information. You're very helpful.
[AGENT][POSITIVE] My pleasure is there anything else I can do for you, [PII]?
[CUSTOMER][POSITIVE] No, it's all done. Thank you so much.
[AGENT][POSITIVE] My pleasure you take care.
[CUSTOMER][POSITIVE] Bye-bye. Take care.
[AGENT][NEUTRAL] OK.