AccountId: 011433970860
ContactId: fd95db4a-b9c2-419f-ace6-39434448a6e6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 283140 ms
Total Talk Time (AGENT): 92304 ms
Total Talk Time (CUSTOMER): 76177 ms
Interruptions: 2
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/fd95db4a-b9c2-419f-ace6-39434448a6e6_20250429T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, myself [PII] Will calling from to check on the claim sort of to help me with that.
[AGENT][POSITIVE] Yeah, I'm happy to help, [PII]. You need to check on a claim?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] What's the patient policy number?
[CUSTOMER][NEUTRAL] 018260
[CUSTOMER][NEUTRAL] 95 ML 6.
[AGENT][NEUTRAL] All right, and do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, date of birth is [PII]. And the name is [PII]. It's [PII]
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] [PII] 2025.
[AGENT][NEUTRAL] In the buildout?
[CUSTOMER][NEUTRAL] on
[CUSTOMER][NEUTRAL] $67,568.00.
[AGENT][NEUTRAL] OK. One moment.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Thank you for your patience on this. So it looks like we did receive a claim, [PII], for this claim was received on [PII].
[AGENT][NEUTRAL] Claim was processed and denied on [PII]. We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, as the documents have been sent on, as you have send the documents.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] As you send the documents on [PII] of this month.
[AGENT][NEUTRAL] I'm not showing that anything's been received. Would you like to verify the mailing address and fax?
[CUSTOMER][NEUTRAL] You can bro.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] is the maximum which we are having.
[CUSTOMER][NEUTRAL] Hold on.
[AGENT][NEUTRAL] Yeah, [PII]. Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEGATIVE] I don't show anything's been received. You'll need to resend it.
[CUSTOMER][NEUTRAL] OK. And can I get the claim number?
[AGENT][NEUTRAL] 356-923-1
[CUSTOMER][NEUTRAL] And what's the mailing address?
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] That's in [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Zip code is [PII].
[CUSTOMER][NEUTRAL] And what's the fax number one?
[AGENT][NEUTRAL] Fax number is going to be [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And what's the timely firing limits?
[AGENT][NEGATIVE] No timely filing.
[CUSTOMER][NEUTRAL] And can I get the call reference number?
[AGENT][NEUTRAL] Call references my name with my last initials in today's date. My name again is [PII], that's [PII]
[AGENT][NEUTRAL] Last initial is [PII].
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][POSITIVE] OK. Thank you so much thanks for the information.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.