AccountId: 011433970860
ContactId: 0da4c509-ff5b-46a2-a236-b62d8a06ccfd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 476350 ms
Total Talk Time (AGENT): 100992 ms
Total Talk Time (CUSTOMER): 102530 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/0da4c509-ff5b-46a2-a236-b62d8a06ccfd_20250317T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ABL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office to check on client status.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, I can help you with claim status. Can you please give me your callback number just in case the call gets disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. Callback number [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure. The policy number is 022.
[CUSTOMER][NEUTRAL] 14681.
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you and what is uh service?
[CUSTOMER][NEUTRAL] The data services.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount please.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The amount $200.55.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] $200.55.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yeah, just a moment please.
[CUSTOMER][NEUTRAL] It's $50.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK and what is the name of the facility?
[CUSTOMER][NEUTRAL] Yep
[CUSTOMER][NEUTRAL] Facility name is Rockford.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look at this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][POSITIVE] Thank you [PII].
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me, [PII].
[CUSTOMER][NEUTRAL] Mm, I.
[AGENT][NEUTRAL] Uh, I do the claim. The claim number is 347.
[AGENT][NEUTRAL] 9323.
[AGENT][NEUTRAL] But the claim was filed on policy number.
[AGENT][NEUTRAL] 235.
[AGENT][NEUTRAL] 0210.
[AGENT][NEUTRAL] And the claim was
[AGENT][NEUTRAL] Denied because office visits are not covered by the patient's policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's not covered by patient policy?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is it OK to be patient?
[AGENT][NEUTRAL] Uh, we don't give patient responsibility. That's determined by.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The provider
[CUSTOMER][NEUTRAL] OK, got that.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Could it be from I received it and process it.
[AGENT][POSITIVE] Yes, ma'am, let me look that up for you real quick.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] We received the claim on [PII].
[AGENT][NEUTRAL] 2024 and processed it on [PII].
[CUSTOMER][NEUTRAL] OK, could you please spell your name for me?
[AGENT][NEUTRAL] Yes, ma'am. It's [PII]
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. Have a great day.
[AGENT][POSITIVE] You too. I hope you have a wonderful day. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, thank you. Bye for now.
[AGENT][POSITIVE] All right, you take care have a good day and thanks for calling APL. Bye bye.