AccountId: 011433970860
ContactId: 0196d0b4-3414-417f-b5f5-f2a855b1b0a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171460 ms
Total Talk Time (AGENT): 88646 ms
Total Talk Time (CUSTOMER): 32906 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/0196d0b4-3414-417f-b5f5-f2a855b1b0a5_20250210T18:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Mediu to check status of a claim.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on the status of a claim. What is the patient's policy number?
[CUSTOMER][NEUTRAL] 02498882
[AGENT][NEUTRAL] Alright, let me pull that up here.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Of course, that is [PII] [PII].
[AGENT][NEUTRAL] Alright, thank you and then data service?
[CUSTOMER][NEUTRAL] So the service is 926 24 for $870.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] OK, um, so it looks like we did receive the claim. Uh, the claim was received, it looks like on [PII]. It was denied. Um, it looks like durable medical equipment is not covered under the patient's plan.
[AGENT][NEUTRAL] And then it does say that uh the outpatient on this plan only allows for surgery in an outpatient hospital or physician's office, so there is no benefit payable.
[CUSTOMER][NEUTRAL] OK, any chance you could fax over a copy of that denial EOB?
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Just to confirm that was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] All right. I'm sending that as we speak. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Just the claim number and the reference number please.
[AGENT][NEUTRAL] Absolutely, so claim number is gonna be 353-266-1.
[AGENT][NEUTRAL] And the reference number for the call is my name with my last initial, then today's date. My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're welcome, madam. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.