AccountId: 011433970860
ContactId: 05d2bedd-e98c-4e78-8904-9bf24442882f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111589 ms
Total Talk Time (AGENT): 31082 ms
Total Talk Time (CUSTOMER): 51250 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/05d2bedd-e98c-4e78-8904-9bf24442882f_20250211T18:52_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling for Lake Area Medical Associates. I verify that UB and this call is made for additional information about the denial. Please note call will be recorded and monitored for quality and training purposes.
[AGENT][NEUTRAL] OK, thank you Miss um [PII], what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] [PII] and it's a direct line?
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Yes, the patient is [PII], [PII].
[AGENT][NEUTRAL] OK, and helping with claim status, what is the um policy number?
[CUSTOMER][NEUTRAL] Yes, it is 02273700.
[AGENT][NEUTRAL] OK, let me pull it up.
[CUSTOMER][NEUTRAL] OK. And in the meanwhile, your name, please? Sorry.
[AGENT][NEUTRAL] It is [PII]
[AGENT][NEUTRAL] And then what is the date of service for the patient?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] [PII] and the total bill amount is $179 even. Primary was already paid to this claim and you as a secondary denied. Could you please tell me the reason, ma'am?
[AGENT][NEUTRAL] OK, do you have the claim number?
[CUSTOMER][NEUTRAL] Yes, I do. The claim number is 3557322.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull that up. I'll be right back.