AccountId: 011433970860
ContactId: 0b2a6051-f638-4047-8843-98251538268b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116800 ms
Total Talk Time (AGENT): 58922 ms
Total Talk Time (CUSTOMER): 36569 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/0b2a6051-f638-4047-8843-98251538268b_20250416T17:59_UTC.wav
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[AGENT][NEUTRAL] Contacting HTL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from uh dermatology Group of Florida. Just needing some additional details on a claim, please.
[AGENT][NEUTRAL] OK, I can certainly help with that. And [PII], what is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 022 03483 M as in Mike L as in Lima, the number 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you very much. Is there um a particular data service that I should be looking for?
[CUSTOMER][NEUTRAL] Yes, um, data service is [PII].
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] And this is for treatment within the physician's office, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, it does look like we received a claim from you, uh, on the, um, [PII]. We processed it on the [PII]. Now, the policy doesn't, uh, cover anything within a physician's office. Uh, it looks like we would received this claim before in November. Um, uh.
[AGENT][NEUTRAL] Policy doesn't cover uh the office doesn't co-pay or treatment within the physician's office. So that is uh that.
[AGENT][NEGATIVE] That's probably what uh you received was an EOB that's that stated that it was denied for that.
[CUSTOMER][NEUTRAL] OK, so it didn't pay out anything then, correct?
[AGENT][NEGATIVE] No, it won't, um, because it's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. That's all that I needed to know. I appreciate your help today.
[AGENT][NEUTRAL] OK, there's nothing else I can help with. Thanks for contacting API.