AccountId: 011433970860
ContactId: 1215feb6-2c83-4c3a-8b49-289bcec7c252
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200759 ms
Total Talk Time (AGENT): 54105 ms
Total Talk Time (CUSTOMER): 64901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/1215feb6-2c83-4c3a-8b49-289bcec7c252_20250404T19:24_UTC.wav
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[AGENT][NEUTRAL] Calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII], and I'm calling from Miami Beach Anesthesiology to get status on a claim for one of our patients.
[AGENT][NEUTRAL] Sure, [PII], I can assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] Yes, [PII] and the policy number provided was 0218.
[CUSTOMER][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] 58 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] [PII], could you verify that patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is your procedure code?
[CUSTOMER][NEUTRAL] Um, let me get that for you.
[CUSTOMER][NEUTRAL] The procedure is 01922.
[AGENT][POSITIVE] Thank you.
[AGENT][NEGATIVE] Looks like we received the claim on [PII]. It was processed [PII]. There was no payment made on this claim and the reason why there was no payment.
[AGENT][NEGATIVE] It's because the max benefit amount was exhausted for the date of service.
[CUSTOMER][NEUTRAL] OK, is there any possibility to fax me a copy of that explanation of benefits?
[AGENT][NEUTRAL] Yes, I can. Could you provide me with the spelling of your name?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] So let me give you the claim number and then I'm gonna get your fax number from you. It is 3486796.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] You're welcome. And what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] Hi, [PII], I'm gonna send this over for you. Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Nope, that'll be all. Thank you so much. I appreciate your help.
[AGENT][POSITIVE] You're welcome, thanks for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thanks, goodbye.