AccountId: 011433970860
ContactId: f24f476a-b30b-460b-9288-3d33b8ec239b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280920 ms
Total Talk Time (AGENT): 57510 ms
Total Talk Time (CUSTOMER): 110010 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f24f476a-b30b-460b-9288-3d33b8ec239b_20250617T18:58_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling from provider's office and Regional Healthcare, and I have a specific question for patient [PII]. So can you please help me out with that?
[AGENT][NEUTRAL] Uh, yes, I can help you with claim status. Is that what you're needing?
[CUSTOMER][POSITIVE] Yes, that's correct.
[AGENT][NEUTRAL] OK. And do you have a good callback number right now?
[CUSTOMER][NEUTRAL] It's [PII] I'm sorry, it's [PII] with [PII].
[AGENT][NEUTRAL] OK. Do you have the policy number for the patient?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's D as in Delta 47006012.
[AGENT][NEUTRAL] Um, that's a 90 degree benefit member number. Do you have the claim number?
[CUSTOMER][NEUTRAL] Um, let me have a look.
[CUSTOMER][NEUTRAL] OK. Uh, the claim number is 339-8671.
[AGENT][NEUTRAL] 339-867-1
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] This name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and you needed claim status, is that right?
[CUSTOMER][NEUTRAL] Actually, uh, on [PII], we have requested for the EOB but we didn't receive any EUB over the lockbox.
[AGENT][NEUTRAL] OK. Do you have a good um fax number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And what is the uh status? I mean,
[CUSTOMER][NEUTRAL] OK. It's [PII].
[AGENT][NEGATIVE] Uh, was denied for eligibility not received.
[AGENT][NEUTRAL] Um, so we've got a term date of [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, you said [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um and it is denied and received on the [PII] and denied on [PII], right? Correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. So, uh, the fax number I have shared, so how long it will take to
[AGENT][NEUTRAL] Uh, it just takes about 5 minutes.
[CUSTOMER][NEUTRAL] Was the EOB?
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Uh, it just takes about 5 minutes.
[AGENT][POSITIVE] And I'll send that your way. Is there anything else I can help with?
[CUSTOMER][POSITIVE] OK, perfect. And
[CUSTOMER][NEUTRAL] Uh, no, but I just wanted to confirm that you actually, uh, faxed the, I mean, you actually faxed the UP, right? Because, uh, what happened previously in January, uh, so another rep called and the rep name is [PII], they uh denied that they don't have the EUP.
[AGENT][NEUTRAL] OK, yeah, I, I show that we faxed.
[CUSTOMER][POSITIVE] So hopefully I will see you'll be within.
[AGENT][NEUTRAL] Yes, we'll, we'll send it over. You can also access it on our account on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK perfect perfect.
[AGENT][NEUTRAL] OK, anything else?
[CUSTOMER][POSITIVE] OK, um, thank you so much, [PII]. Uh, you can, you can provide me the call reference number.
[AGENT][NEUTRAL] That's my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much, [PII], for all this information and for your time. Have a wonderful day ahead. Take care. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.