AccountId: 011433970860
ContactId: 028cd61e-57db-4280-9ebf-1cfbc0693557
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315950 ms
Total Talk Time (AGENT): 82418 ms
Total Talk Time (CUSTOMER): 78090 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/028cd61e-57db-4280-9ebf-1cfbc0693557_20250103T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm a provider representative calling from the doctor's office to check on clients. Could you please help me with that?
[AGENT][NEUTRAL] Yes, [PII], I can help you with claims. Can you please give me your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] OK, thank you. And what is the patient's name?
[CUSTOMER][NEUTRAL] It's [PII]. Uh, date of birth is [PII].
[AGENT][NEUTRAL] And the patient's policy number?
[CUSTOMER][NEUTRAL] Um, it is, uh.
[CUSTOMER][NEUTRAL] 2114095
[AGENT][NEUTRAL] OK, thank you. Let me pull that policy in real quick.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK and then what is uh the data service?
[CUSTOMER][NEUTRAL] Data services uh [PII]. The charge amount is $132.78.
[AGENT][NEUTRAL] OK, and what is the charge after primary paid their part?
[CUSTOMER][NEUTRAL] $73.02.
[AGENT][NEUTRAL] OK and then what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Southern Dermatology of New Orleans.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, [PII] while I look that claim up for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK, sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] But
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again. So looking um at the claim number 352-723-7.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was denied because the services were rendered after the termination date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. May I know the patient uh effect on term date?
[AGENT][NEUTRAL] The effective date is [PII] and the termination date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And when it was denied.
[AGENT][NEUTRAL] Let me look for you.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK then.
[CUSTOMER][NEUTRAL] Will you able to send a copy of your with your fax number?
[AGENT][NEUTRAL] OK, what is the fax number?
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] It is uh.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I will get that right to you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And yup, meanwhile, can I get the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Could you please spell out your name for me?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] OK, thank you so much, [PII] for helping me on this one and have a great day and bye for now.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You too you have a good day thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Yeah, bye bye.