AccountId: 011433970860
ContactId: 04a33304-ab91-45a7-89f1-1ae665cf8604
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263480 ms
Total Talk Time (AGENT): 81449 ms
Total Talk Time (CUSTOMER): 115456 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/04a33304-ab91-45a7-89f1-1ae665cf8604_20241230T21:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII]. I'm calling from our office. Could I get the claim status?
[AGENT][POSITIVE] It's [PII] It's [PII] and I'm doing good. Spell your name for me?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] [PII], OK. And did you say you're checking for claim status?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01985986. M as in Mary, L as in Lima 7.
[AGENT][POSITIVE] And a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is, one moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, thanks for verifying that information [PII]. What's the date of service and the charge amount?
[CUSTOMER][NEUTRAL] The yeah, the total service is [PII] and total charge amount is, one moment.
[CUSTOMER][NEUTRAL] Mm, uh, $362 even.
[AGENT][NEUTRAL] 362.
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Yeah, may I know your good name, please?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] May I know your good name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Yeah, thank you, [PII]. Continue with the.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Correct, we're looking for that information. One moment.
[AGENT][NEUTRAL] So I can provide you with that status now. I'm showing that the claim was received.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Process [PII].
[AGENT][NEUTRAL] Uh, there was no payment made. Office visits are not covered by the patient's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Yeah, one moment, please. Mhm.
[AGENT][NEUTRAL] Uh-huh, sure.
[CUSTOMER][NEUTRAL] Mhm, mhm.
[AGENT][NEUTRAL] And you can also check your status on our online service center at [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, yeah, this uh dinner, right, [PII] service, uh, under the patient now, right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] did not have.
[CUSTOMER][NEUTRAL] Non-covered.
[CUSTOMER][NEUTRAL] Uh just.
[CUSTOMER][NEUTRAL] On the patient plan, yeah, it is a patient plan like, uh, service in non-cover charges under uh diagnose code or services.
[AGENT][NEUTRAL] The office visit is not covered.
[CUSTOMER][NEUTRAL] Office visit.
[CUSTOMER][NEUTRAL] It's not
[CUSTOMER][NEUTRAL] Covered
[CUSTOMER][NEUTRAL] So, could you tell me, uh, I mean, patient plan type?
[AGENT][NEUTRAL] The supplemental gap policy?
[CUSTOMER][NEUTRAL] Supplement care policy.
[CUSTOMER][NEUTRAL] Supplemental.
[CUSTOMER][NEUTRAL] Yeah, yeah, OK, can I be the patient?
[AGENT][NEUTRAL] Or supplemental Metin gap policy or Metlink policy.
[AGENT][NEUTRAL] We cannot advise, we do not determine patients responsibility.
[CUSTOMER][NEUTRAL] We don't, we don't know, right?
[AGENT][NEUTRAL] We do not determine patients responsibility.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, could you uh help me the claim number?
[AGENT][NEUTRAL] 354.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2576. And any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Call the number for this call.
[AGENT][NEUTRAL] My name and today's date?
[CUSTOMER][POSITIVE] Yeah, thank you, [PII]. Have a nice day. Bye for now.
[AGENT][POSITIVE] You're welcome thanks for calling APL [PII]. Have a good day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.