AccountId: 011433970860
ContactId: 0f6812d5-6ae7-4279-93a9-e5888fb0c551
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331239 ms
Total Talk Time (AGENT): 102912 ms
Total Talk Time (CUSTOMER): 60928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/0f6812d5-6ae7-4279-93a9-e5888fb0c551_20250109T21:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling the APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from the provider's office to check the claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. What is your callback number please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, [PII], number one.
[CUSTOMER][NEUTRAL] 1971.
[AGENT][NEUTRAL] OK, and then what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 01626373
[AGENT][NEUTRAL] OK, let me pull that policy up for us real quick.
[CUSTOMER][NEUTRAL] You said your name is [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and what is the data service for [PII]?
[CUSTOMER][NEUTRAL] [PII] for $225.
[AGENT][NEUTRAL] OK, that was [PII] and what was that amount again?
[CUSTOMER][NEUTRAL] Uh, it's [PII], 225.
[AGENT][NEUTRAL] 225. OK. And then what is the amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Primary insurance.
[CUSTOMER][NEUTRAL] It's $56.26.
[AGENT][NEUTRAL] OK, and then what is the name of the facility you're calling for Ms. [PII]?
[CUSTOMER][NEUTRAL] Integrated dermatology of South Miami.
[AGENT][NEUTRAL] OK, can you spell that for me, please?
[CUSTOMER][NEUTRAL] Integrated I N T E G R A T E D.
[CUSTOMER][NEUTRAL] Dermatology, D E R M A T O L O G Y of South Miami.
[AGENT][POSITIVE] OK, thank you I appreciate you doing that for me. I'm gonna put you on a brief hold, Miss [PII], while I pull the claim in for us, and I will be right.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I've got the claim pulled up. The claim number is 354-5314.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was processed on [PII].
[AGENT][NEUTRAL] I'm sorry, it was received on [PII] and processed on [PII].
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] So, can we build the patient for this?
[AGENT][NEUTRAL] I'm sorry, what did you just ask me?
[CUSTOMER][NEUTRAL] Uh, can we build the patient?
[AGENT][NEUTRAL] That's determined by the provider, that's up to your facility.
[CUSTOMER][NEUTRAL] OK, mm, can I get the call reference number for this today?
[AGENT][NEUTRAL] Yes ma'am, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you so much for your assistance.
[AGENT][POSITIVE] OK, thank you. You have a great day, Miss [PII]. Thanks for calling APL.