AccountId: 011433970860
ContactId: f2dfaa88-b034-4e90-a3bf-cdcd4580fabe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 348480 ms
Total Talk Time (AGENT): 101638 ms
Total Talk Time (CUSTOMER): 98964 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/f2dfaa88-b034-4e90-a3bf-cdcd4580fabe_20250103T15:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claim status.
[AGENT][NEUTRAL] I'm sure hope I can assist you with claim status. Um, first I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. Uh, the policy number is 017.
[CUSTOMER][NEUTRAL] 552-71.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] It's [PII] and the total charge is
[CUSTOMER][NEUTRAL] $9340 even.
[AGENT][NEUTRAL] OK, one moment, I'm waiting on my system.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK. Thanks for your patience. I'm not showing that claim on file was, I'm not showing that claim on file. Um, how was it submitted?
[CUSTOMER][NEUTRAL] It was submitted through paper, but I have the claim number.
[AGENT][NEUTRAL] What's the claim number you're showing?
[CUSTOMER][NEUTRAL] It's 349-937-5.
[AGENT][NEUTRAL] OK. Did you say [PII] or [PII]?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I'm showing [PII].
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sorry for that information.
[AGENT][NEUTRAL] OK, no problem. Yes, ma'am. I do have that claim here. Um, we received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And I'm showing that this claim denied because we need the ELB from the primary insurance company.
[CUSTOMER][NEUTRAL] OK. Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Uh, we have submitted the primary UB. Can you please verify whether you have received from your end?
[AGENT][NEUTRAL] No, ma'am. I'm not showing that we've received it.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK. Uh just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] How
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, OK. How to submit the primary UP? Do you have mailing address?
[AGENT][NEUTRAL] Um, yes, but it could be mailed, it could be faxed, or it could be, um, uploaded online. Which way do you prefer?
[CUSTOMER][NEUTRAL] Uh, you just please provide me the mailing address?
[AGENT][NEUTRAL] Um, yes, ma'am. The mailing address is [PII].
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm. [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, thank you for that. Can you please provide me the timely firing limit?
[AGENT][NEUTRAL] There's no timely filing limit?
[CUSTOMER][NEUTRAL] OK. Uh,
[CUSTOMER][NEUTRAL] What will be the attention?
[AGENT][NEUTRAL] Attention claims department.
[CUSTOMER][NEUTRAL] Yeah, OK.
[CUSTOMER][NEUTRAL] OK. Thank you for your assistance. And can you please provide me the call reference number for this call?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you. Thank you for your assistance. Have a great day.
[AGENT][NEUTRAL] You do the same, Hope. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye.