AccountId: 011433970860
ContactId: ff8ffe97-f9db-456d-81f2-f3decb8cd787
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 381980 ms
Total Talk Time (AGENT): 99430 ms
Total Talk Time (CUSTOMER): 112510 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/ff8ffe97-f9db-456d-81f2-f3decb8cd787_20250530T12:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check the claim status.
[AGENT][POSITIVE] All right, [PII]. Happy to check a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] 025
[CUSTOMER][NEUTRAL] 11179 M as in Mario, L as in Lima, 7.
[AGENT][POSITIVE] Thank you. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is?
[CUSTOMER][NEUTRAL] 15213.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's going on.
[AGENT][NEUTRAL] Do you have a different amount after primary paid that was due?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Do you have a different billed amount after primary paid?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] So bill amount to confirm is $152.53 is that correct?
[CUSTOMER][NEUTRAL] We're not
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 13 cents 13.
[AGENT][NEUTRAL] I'm not seeing any claims on file for that amount.
[CUSTOMER][NEUTRAL] Like
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] my
[CUSTOMER][NEUTRAL] Can you say the claim number?
[AGENT][NEUTRAL] I'm not seeing any claim on file, no claim on file.
[CUSTOMER][NEUTRAL] I have a claim number, can you check with it?
[AGENT][NEUTRAL] I'm sorry, what was that again?
[CUSTOMER][NEUTRAL] I have a claim number. Can you check with that?
[AGENT][NEUTRAL] What is the claim number that you have?
[CUSTOMER][NEUTRAL] 356-519-2.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] You
[AGENT][NEUTRAL] OK, this claim was denied. We need the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] OK though it and processed it.
[AGENT][NEUTRAL] Claim is received on [PII]. Claim is processed on [PII].
[CUSTOMER][NEUTRAL] When was the
[CUSTOMER][NEUTRAL] Can you tell me the fax number, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call for some of our
[AGENT][NEUTRAL] Is my name with today's date. My name is [PII], last initial [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] One moment please.
[CUSTOMER][NEUTRAL] I have one more claim. Can you check with that?
[AGENT][NEUTRAL] Uh, just let me finish noting this.
[CUSTOMER][NEUTRAL] Maybe
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] What a.
[AGENT][NEUTRAL] I'm ready for the policy number when you are.
[CUSTOMER][NEUTRAL] 2, sorry, sorry, 0.
[CUSTOMER][NEUTRAL] 2203926 M as in Mario, L as in Lima, 8.
[AGENT][NEUTRAL] Name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the bill amount is $17,356 even.
[CUSTOMER][NEUTRAL] I have
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Claim is received on [PII]. Claim is processed and denied on [PII]. We need the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Can you tell me the fax number, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Thank you for calling customer for this.
[AGENT][NEUTRAL] It's the same my name and today's date.
[CUSTOMER][POSITIVE] Thank you. Thank you for the information. Have a nice day.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.