AccountId: 011433970860
ContactId: 1827c96e-6254-43df-96bb-83f70e8df054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248440 ms
Total Talk Time (AGENT): 85836 ms
Total Talk Time (CUSTOMER): 83783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/1827c96e-6254-43df-96bb-83f70e8df054_20250618T14:24_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from provider's office to check on a client status.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim status, [PII]. And how many claims do you have in total today?
[CUSTOMER][NEUTRAL] This one.
[AGENT][NEUTRAL] Alright, and may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's [PII] and the email ID is [PII].
[AGENT][NEUTRAL] Thank you for that. And can you repeat the phone number for me, please? I think I'm missing a number.
[CUSTOMER][NEUTRAL] OK [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, sure, my name is [PII] and the date of birth [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yes, the date of service is on [PII].
[CUSTOMER][NEUTRAL] With the total on $468 even it's 468.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 359.
[AGENT][NEUTRAL] 667 7.
[CUSTOMER][NEUTRAL] I'm.
[CUSTOMER][NEUTRAL] Ninavara.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[CUSTOMER][NEUTRAL] I need for that.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Because the service is not covered when performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you send the deny be through fax for this one?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Yes, uh, fax number, just a minute.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And that's [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And whose attention should I put it to?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] All right, and I've sent the um explanation of benefits over to you. And [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Mm, no, that's it. May I know, may I know your name and the call reference number for this call?
[AGENT][NEUTRAL] Sure, my name is [PII], and there's no call reference number, but you can use my name and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you so much for the information. Have a good day ma'am.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yeah bye bye.