AccountId: 011433970860
ContactId: 01199e87-2741-42b2-bf48-5d349574e997
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207839 ms
Total Talk Time (AGENT): 72991 ms
Total Talk Time (CUSTOMER): 55120 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/01199e87-2741-42b2-bf48-5d349574e997_20250516T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ACL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Tory Sullivan Dermatology, and I'm just calling to check on general claim status.
[AGENT][POSITIVE] OK, I'm happy to check a claim for you. Do we have their policy number?
[CUSTOMER][NEUTRAL] I do.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you ready for it?
[AGENT][NEUTRAL] Yeah, go ahead, sorry.
[CUSTOMER][POSITIVE] No, you're good. It's 1433462 ML 7.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And then patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you and then what's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and then do we have a build amount?
[CUSTOMER][NEUTRAL] $487.60
[AGENT][NEUTRAL] Uh, give me just a second here.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so it looks like we did get a claim for this state of service. It looks like it was denied. Uh, two different denial reasons. One stating office visits are not covered under the policy, and the other denial showing services not covered when performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Is it possible for you to send me that EOB?
[AGENT][POSITIVE] Yeah, absolutely.
[AGENT][NEUTRAL] Um, do you have a good fact?
[CUSTOMER][NEUTRAL] Yeah, it's 765.
[CUSTOMER][NEUTRAL] 9977764
[AGENT][NEUTRAL] Just to confirm, 7659977764?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right. Should we mark attention to anybody on it?
[CUSTOMER][NEUTRAL] You can do [PII].
[AGENT][NEUTRAL] OK, [PII], I can put that on there.
[AGENT][NEUTRAL] Did you need anything else from it? I can give you the claim number if you need that.
[CUSTOMER][NEUTRAL] Um, no, that's OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, how long does that usually take, do you know, to get to me?
[AGENT][NEUTRAL] Uh, it should only take about 5 minutes for it to show up, so it's on. All right.
[CUSTOMER][POSITIVE] Oh, perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You too. Mm.
[AGENT][NEUTRAL] Bye bye.