AccountId: 011433970860
ContactId: ffa18e15-a2aa-438f-b965-6cad64e5c406
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 260589 ms
Total Talk Time (AGENT): 90033 ms
Total Talk Time (CUSTOMER): 72199 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/ffa18e15-a2aa-438f-b965-6cad64e5c406_20250402T20:56_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][NEUTRAL] OK, yeah, I can check on a claim for you. I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, uh, [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] You know.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 02141739 M as in Mario, L as in Lima, 7.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII], and the last name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm so sorry, [PII], it's very difficult to hear you. Um, did you say [PII], uh, what was the year? [PII]?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK and then uh do you have that bill amount?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] 88 $853 even.
[AGENT][NEUTRAL] Um, that was $8,853.
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII]. It looks like we're missing a copy of the primary EOB.
[CUSTOMER][NEUTRAL] He previously we send in a primer of multiple types. Can you check with that or not?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so we need a primary EOB that shows the amounts paid towards copay, deductible or co-insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] When another received it.
[AGENT][NEUTRAL] Uh yes one moment.
[AGENT][NEUTRAL] This kind was received [PII].
[AGENT][NEUTRAL] And it was processed [PII] as well.
[CUSTOMER][NEUTRAL] Need primary
[AGENT][NEUTRAL] Yes, a detailed copy of the primary EOB.
[CUSTOMER][NEUTRAL] There's a claim number for this?
[AGENT][NEUTRAL] That is 357-464-7.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] May the fax number?
[AGENT][NEUTRAL] Yes, that's 87.
[CUSTOMER][NEUTRAL] Fax number.
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] 3659423.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Time limit.
[AGENT][NEGATIVE] There is no timely filing limit.
[CUSTOMER][NEUTRAL] OK, may I have the call number for this?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date. And so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Can you tell?
[CUSTOMER][NEUTRAL] Nothing, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Yeah