AccountId: 011433970860
ContactId: 12d2d7b2-c2f7-4b4c-a80d-4a5db392744d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287209 ms
Total Talk Time (AGENT): 78572 ms
Total Talk Time (CUSTOMER): 74676 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/12d2d7b2-c2f7-4b4c-a80d-4a5db392744d_20250508T16:30_UTC.wav
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[AGENT][POSITIVE] Thank you for calling
[AGENT][NEUTRAL] This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, you say your name was [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Boy. OK, thank you. Boy, this is [PII] and I'm calling, I'm calling from Bell Clinic. I need to see if y'all got a uh claim on file.
[AGENT][POSITIVE] Yes, ma'am. You're welcome.
[AGENT][NEUTRAL] OK, I can help you with the claim, Ms. [PII]. May I please get your callback number?
[CUSTOMER][NEUTRAL] It's [PII] and that's a direct line with secure voicemail.
[AGENT][POSITIVE] Thank you very much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII] with an I. Poison. Date of birth is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 02312747.
[AGENT][NEUTRAL] OK, let me look up that policy real quick.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then may I please have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII] for $467.
[AGENT][NEUTRAL] OK, and then what were the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, it looks like.
[CUSTOMER][NEUTRAL] They billed y'all as primary. Um, I think, I think y'all are showing that Cigna is primary, is that correct?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, I'll have to look that up and see.
[CUSTOMER][NEUTRAL] OK, because I'm thinking that when they build them.
[AGENT][NEUTRAL] But
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] That they said they were no longer active. I'm looking now.
[CUSTOMER][NEUTRAL] Let's see.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, they're not telling me.
[AGENT][NEUTRAL] OK, alright, well I can still look it up um I'm gonna put you on a quick hold, Miss [PII], while I pull in this claim for us and I'll be right back, OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, I appreciate that.
[AGENT][POSITIVE] Thank, thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you very much for holding for me, Ms. [PII]. So looking at the claim, I've, I've got it. It's um the claim number is 3561579.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the claim has been denied because office visits are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. All right, Miss [PII], all I need is a call reference if y'all provide this.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. You can use my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much [PII] you have a great day.
[AGENT][POSITIVE] You too, Ms. [PII]. I hope you have a nice rest of your day also and thank you for calling APL.
[CUSTOMER][NEUTRAL] Uh-huh.