AccountId: 011433970860
ContactId: f3277465-2b40-41b2-90c7-dbc095349e23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166919 ms
Total Talk Time (AGENT): 74190 ms
Total Talk Time (CUSTOMER): 67222 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/f3277465-2b40-41b2-90c7-dbc095349e23_20250327T18:22_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, yes, I'm calling from a provider's office regarding claims. Previously I spoke with someone who told us to fax over the primary EOB to you guys. I was just hoping if I could possibly get a fax from you that I can send that over with.
[AGENT][NEUTRAL] Uh, you mean for us to send you a fax requesting the EOBs or?
[CUSTOMER][NEUTRAL] No, I would send it to you. I would send you the primary EOB and the claim.
[AGENT][NEUTRAL] Oh, OK. Yes, I, I can help with that. And I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] They just
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, [PII], thank you. And what is that policy number that we're looking at at, please?
[CUSTOMER][NEUTRAL] Yes, it does take
[CUSTOMER][NEUTRAL] I yeah I have it as 01994047 then an ML 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you very much. Um, now we do have a fax that you can send it to or you can send it to us um online. We have an online service center, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Or you can send it to us online at [PII]. We do have an online portal to send that to you.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] OK, and if I can just ask you the data service of 36 of 23, I just wanted to make sure, could I send in the claim as well with the primary EOB or do you just want the EOB?
[AGENT][NEUTRAL] Uh, let's see, and which, uh, what date of service was that again, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, yes.
[AGENT][NEUTRAL] Just the OV would be fine.
[CUSTOMER][NEUTRAL] Just the EOB sign?
[AGENT][NEUTRAL] That, that would be, that would be fine, yes. We don't need anything else besides that, just the explanation of benefits.
[CUSTOMER][NEUTRAL] Got you. Should I attach, is there a claim number on file where I can reference when I send the fax?
[AGENT][NEUTRAL] Uh, yes, uh, actually, let's see.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Here we go.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] No, I, if you'll just put the policy number, that would be fine. That's the only thing. It's, it's not, I'm sorry, my computer's just uh coming up. Yeah.
[CUSTOMER][NEUTRAL] That's needed, that's fine.
[CUSTOMER][POSITIVE] That's fine. I'm gonna go ahead and send that over to you now thank you again for your help.
[AGENT][POSITIVE] OK, if there's anything else I can help with, and thanks for contacting us.