AccountId: 011433970860
ContactId: fbac940c-41a5-48e4-baa8-5765ca0e4608
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 189300 ms
Total Talk Time (AGENT): 57601 ms
Total Talk Time (CUSTOMER): 64470 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/fbac940c-41a5-48e4-baa8-5765ca0e4608_20250512T18:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office to check on uh AP status. But before I
[CUSTOMER][NEUTRAL] Continue. This call is being recorded for quality and training purposes. Are you OK with that?
[AGENT][POSITIVE] That is fine. I'm happy to check on appeal for you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, yeah. That is 025.
[CUSTOMER][NEUTRAL] 489-81
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And then,
[AGENT][NEUTRAL] I'm not showing any appeals on file for [PII]. It looks like, what was the date of service?
[CUSTOMER][NEUTRAL] It is uh [PII]. Bill amount is $55 even. Actually, we submitted a bill on [PII] via fax.
[AGENT][NEUTRAL] OK, yeah, there is no appeal on file. The claim was originally denied just for an explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Yeah, uh, that's only we have submitted on [PII], primary UV through fax.
[AGENT][NEUTRAL] What fax number was it sent to?
[CUSTOMER][NEUTRAL] It is 877.
[CUSTOMER][NEUTRAL] 365
[CUSTOMER][NEUTRAL] 942 3
[AGENT][NEUTRAL] I'm not showing anything on file, so you would need to resubmit it.
[CUSTOMER][POSITIVE] Like it is correct, right?
[AGENT][NEUTRAL] Yes, [PII]. Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. You will send it again.
[CUSTOMER][NEUTRAL] Mm. Got it.
[AGENT][NEUTRAL] Is there anything else I can check on?
[CUSTOMER][NEUTRAL] Like, uh, do you have the received date? Like claim received on
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Claim was received [PII].
[AGENT][NEUTRAL] Claim was denied [PII].
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I got it.
[CUSTOMER][NEUTRAL] [PII]. OK. And the call reference will be?
[AGENT][NEUTRAL] That is my name with my last initial and then today's date. My name again is [PII], that's [PII] and then my last initial is [PII].
[CUSTOMER][POSITIVE] OK, sir. Thank you for your assistance and have a wonderful day ahead.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Yeah.