AccountId: 011433970860
ContactId: 16e92e44-22e4-41a0-b275-18d44eedab6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 254190 ms
Total Talk Time (AGENT): 92748 ms
Total Talk Time (CUSTOMER): 77458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/16e92e44-22e4-41a0-b275-18d44eedab6e_20250321T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. I'm checking my claim status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, I'll need a callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] And the policy number will be 01708214 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] His name is [PII] and date of birth, [PII].
[AGENT][POSITIVE] OK, thank you. Um,
[CUSTOMER][NEUTRAL] And I'm sorry, I missed your name. Can you please spell your name for me?
[AGENT][NEUTRAL] My name is [PII]. Um, it's spelled [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][NEUTRAL] Mm, no problem. Um, could I get the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] And then due to first will be [PII] with the bill amount of 300 and
[CUSTOMER][NEUTRAL] I that's just that.
[CUSTOMER][NEUTRAL] And the bill amount of $358 a month.
[AGENT][NEUTRAL] You said the bill amount was $338 even?
[CUSTOMER][NEUTRAL] 2828.
[AGENT][NEUTRAL] And the um date of service was [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, yes, I found the claim. Are you ready to take down the information?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, we received the claim on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 356-591-1.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And this claim denied because of
[CUSTOMER][NEUTRAL] 35
[CUSTOMER][NEUTRAL] I apologize 356-591-1.
[AGENT][NEUTRAL] Yes, sir. That's the claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim is denied because services provided in the office is not covered under the policy, under the plan.
[CUSTOMER][NEUTRAL] Already not in office is not covered.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] There is no uh allowed unpaid amount for this claim number, right?
[AGENT][NEUTRAL] Right, because the service is not covered under the policy.
[CUSTOMER][NEUTRAL] OK, can you please, uh, send me a copy of your ID of it.
[AGENT][NEUTRAL] Yes, what's your fax number, please?
[CUSTOMER][NEUTRAL] Uh one moment. 248.
[CUSTOMER][NEUTRAL] 233-245 2
[AGENT][NEUTRAL] OK, so that's attention, David [PII]?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, and attention will be Deve DEV.
[AGENT][NEUTRAL] OK. Atten Dev [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, you should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] I don't know, thank you so much, but that's important.
[AGENT][POSITIVE] Yeah, thank you again for calling APL. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.