AccountId: 011433970860
ContactId: fb9a2883-8cc7-4acb-a5ff-ab7e8a9f47d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191500 ms
Total Talk Time (AGENT): 74287 ms
Total Talk Time (CUSTOMER): 81329 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/fb9a2883-8cc7-4acb-a5ff-ab7e8a9f47d2_20250513T15:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, [PII]. This is [PII] calling from provider office to check on a claim.
[AGENT][NEUTRAL] OK, I could check on a claim for you.
[CUSTOMER][NEUTRAL] Also, [PII], before we go ahead, like to, um, sorry to interrupt, yeah, [PII], before we go ahead, we would like to inform you that this call may be recorded. So is that OK with you?
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] That's OK.
[AGENT][POSITIVE] Of course, and yes, I can check on the account for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh yeah, sure, the callback number it's going to be [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yes, uh the policy number is 02444813.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Member name you have is [PII], and the date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] [PII] and then do you have that bill amount?
[CUSTOMER][NEUTRAL] Uh yes, uh, the bill amount that I have is $1,053 even.
[AGENT][NEUTRAL] OK, thank you, one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did receive this claim. [PII], it looks like we are missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] Um, uh, yes, uh, here, I did check this on portal and last time I have submitted this UB through fax on [PII]. Can you check if, uh, the UOB was received?
[AGENT][NEUTRAL] Yes, uh, so I'm not showing that we've received any information past this original claim information, so that might need to be resent to us, uh, whenever you're ready I can verify that fax number.
[CUSTOMER][NEUTRAL] Uh yes, uh, can you provide me the fax number?
[AGENT][NEUTRAL] Yes, so that is [PII].
[AGENT][NEUTRAL] 365.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, yes, that's the fax number we have used to send the UOB. Um, OK, so what I'll do is I'll go ahead and send this UOB once again.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] All [PII]. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, no, [PII], thanks so much for all the information and can I have the call reference number?
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date, um so my name is spelled [PII]
[CUSTOMER][NEUTRAL] OK. And today's day, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII], for all the information. Have a great day. Bye-bye. Take care.
[AGENT][POSITIVE] Of course, thanks for calling APL you too thank you bye bye.