AccountId: 011433970860
ContactId: 1c71881c-d70f-49f1-bf4d-aff9f178932d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 299660 ms
Total Talk Time (AGENT): 116518 ms
Total Talk Time (CUSTOMER): 87786 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/1c71881c-d70f-49f1-bf4d-aff9f178932d_20250310T16:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII]. Last name initial is [PII], and I'm calling from Lab car billing. This line will be recorded for training and quality purposes. I am calling about the claim status we submitted to you.
[AGENT][NEUTRAL] OK. I'm so sorry. Can you please give me your first name again? Your voice was breaking up.
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] OK, [PII], and you said your first initial to the last name is [PII] Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, and you're needing to check claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] I can help you with that. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] Our contact number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And how many claims, [PII], do you have to check claim status on?
[CUSTOMER][NEUTRAL] Uh, one please only.
[AGENT][NEUTRAL] OK, and what is the patient's policy number?
[CUSTOMER][NEUTRAL] Tit member ID is 018.
[CUSTOMER][NEUTRAL] 978
[CUSTOMER][NEUTRAL] 71.
[AGENT][POSITIVE] Thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And [PII], any information that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place?
[CUSTOMER][NEUTRAL] Data service is [PII] with the bill amount of $254.10.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And tell me again the facility name you're calling on behalf of?
[CUSTOMER][NEUTRAL] A lab car billing.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was received. The received date was [PII].
[AGENT][NEUTRAL] It was processed and denied on [PII].
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 3102.
[AGENT][NEUTRAL] And the reason for the denial states outpatient benefit for this calendar year has been met.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Oh, all right, I'll just take out of that, ma'am and.
[CUSTOMER][NEUTRAL] Is there any paid amount or provider discount for this claim?
[AGENT][NEUTRAL] This is a supplemental policy only, so there is no network or no discounts on this plan.
[AGENT][NEUTRAL] And if you need a copy, yes, uh-huh, and if you need a copy of this explanation of benefits, generally you can print that by going to our portal at [PII].
[CUSTOMER][NEUTRAL] Oh alright I'll just take.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, I'll just take note of that now. And also now just for documentation purposes, can I please have your first name and the initial of your last name?
[AGENT][NEUTRAL] Again, my first name is [PII], the first and
[AGENT][NEUTRAL] to my last name is [PII], and you would use my name along with today's date, [PII] as your call reference number.
[CUSTOMER][POSITIVE] Alright, thank you so much for that, ma'am [PII]
[AGENT][NEUTRAL] And is there anything else?
[AGENT][NEUTRAL] Yes, ma'am, is it.
[CUSTOMER][POSITIVE] And then so far that's all thank you [PII] for assisting me today. You have a great day.
[AGENT][POSITIVE] You too, thank you for calling APL.
[CUSTOMER][NEUTRAL] Bye.