AccountId: 011433970860
ContactId: fd93c5fb-fd5d-4da9-8adf-bcf2885c9e64
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276899 ms
Total Talk Time (AGENT): 97110 ms
Total Talk Time (CUSTOMER): 60529 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/fd93c5fb-fd5d-4da9-8adf-bcf2885c9e64_20250430T21:03_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from Pros office to check on our claim status.
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII]. Is that right?
[AGENT][NEUTRAL] OK. May I have the patient's policy number, Mr. [PII]?
[CUSTOMER][NEUTRAL] 0 0165.
[CUSTOMER][NEUTRAL] 3909
[CUSTOMER][NEUTRAL] M. as Mike Lima 7.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] The some more famous and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. What is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Number [PII]. The bill amount is $38,215.
[AGENT][NEUTRAL] You said 38,200 and how many? How much?
[CUSTOMER][NEUTRAL] 215
[AGENT][NEUTRAL] 1515. OK, let me see if I can find this claim for you. For future, you can check claim status online through our website at [PII], and that was [PII], correct?
[AGENT][NEUTRAL] Alright, this is an ER. It looks like we're still missing the explanation of benefits from the primary insurance to continue the processing of this claim.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And we already submitted from the UB to mailing address [PII].
[CUSTOMER][NEUTRAL] I must now sorry [PII], is that correct?
[AGENT][NEUTRAL] No.
[AGENT][NEGATIVE] That is not correct.
[CUSTOMER][NEUTRAL] I know when the claim is received in [PII].
[AGENT][NEGATIVE] Do you need to change that address because that's not correct. That address is not correct. That's why it's not getting to us.
[CUSTOMER][NEUTRAL] OK, may I know the time received date and deny it.
[AGENT][NEUTRAL] OK, the last claim received was [PII], denied [PII].
[CUSTOMER][NEUTRAL] OK, may I know the fax number to submit?
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Is there any attention?
[AGENT][NEUTRAL] Claims department.
[CUSTOMER][NEUTRAL] the claim number.
[AGENT][NEUTRAL] It is 3563409.
[CUSTOMER][NEUTRAL] May I get your name on the account?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]. That's initial [PII], and we don't have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Thank you and I will take care.
[AGENT][POSITIVE] You as well thank you for calling ATM.