AccountId: 011433970860
ContactId: fa6ec90b-9229-4c96-83d4-90d8a4c2735b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 477140 ms
Total Talk Time (AGENT): 108557 ms
Total Talk Time (CUSTOMER): 79416 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/fa6ec90b-9229-4c96-83d4-90d8a4c2735b_20250409T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, ma'am. My name is [PII]. I'm calling from Bro office. I would like to check claim general status.
[AGENT][NEUTRAL] Dental status?
[CUSTOMER][NEUTRAL] Medical claims.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have the policy number on you?
[CUSTOMER][NEUTRAL] Yes, 02458509.
[AGENT][NEUTRAL] OK. Can you repeat that number, please?
[CUSTOMER][NEUTRAL] 02458509
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Perfect. Thank you.
[AGENT][NEUTRAL] And then the patient's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] OK, and then do you have a data service for this claim?
[CUSTOMER][NEUTRAL] Uh yes, the date of service is 9-5-2024.
[AGENT][POSITIVE] Perfect.
[AGENT][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do you have a dollar amount?
[CUSTOMER][NEUTRAL] Oh yes. The dollar amount is $875 even.
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK and then what provider's office are you calling from?
[CUSTOMER][NEUTRAL] Montgomery Regional Hospital.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like for this claim, we are awaiting the EOB.
[AGENT][NEUTRAL] So we need
[CUSTOMER][NEUTRAL] Hm
[AGENT][NEUTRAL] So they need to provide copies of the explanation.
[AGENT][NEUTRAL] Of update, OK.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, may I know the claim to date and the date?
[AGENT][NEUTRAL] Yes, we are waiting the primary EOB as of right now.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, but uh can you give me the more details? When was the claim issued and night and also claim number?
[AGENT][NEUTRAL] Yes, the claim number is 354.
[AGENT][NEUTRAL] 6116.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, OK. Just a moment. I will check again, one minute.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, may I know the claim it and denied it, ma'am?
[AGENT][NEUTRAL] You need the claim number again?
[CUSTOMER][NEUTRAL] Uh no. Uh, OK. How can send the primary will be through fax mailing address?
[AGENT][NEUTRAL] So it looks like.
[AGENT][NEUTRAL] OK, so it looks like the received date was [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the process date.
[AGENT][NEUTRAL] was [PII].
[CUSTOMER][NEUTRAL] OK. And may I know the fax number? I will uh send primary through fax.
[AGENT][NEUTRAL] Do you need the mail number?
[CUSTOMER][NEUTRAL] Oh, fax number.
[CUSTOMER][NEUTRAL] How can send primary, ma'am, through fax, mailing address?
[AGENT][NEUTRAL] Oh, the fax number, OK. Just one moment.
[AGENT][NEUTRAL] OK, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh may I know the caller replace number for this call?
[AGENT][NEUTRAL] And the reference number for this call would be my first name, which is [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] Last initial [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK, thanks for assisting me, ma'am. Have a wonderful day. bye.