AccountId: 011433970860
ContactId: 1d2eb800-6769-4f32-8b34-26af686620c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152750 ms
Total Talk Time (AGENT): 45289 ms
Total Talk Time (CUSTOMER): 65962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/1d2eb800-6769-4f32-8b34-26af686620c8_20250430T16:41_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Uh yeah, hi. This is [PII] calling from provider's office to check on claims.
[AGENT][POSITIVE] I'd be happy to assist with claims today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Uh yeah, that is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, but before we proceed, I would like to inform you that this call is being recorded for training and quality purpose. So are you OK with it?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, thank you. Uh, policy number is 02477165.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the data service for the claim?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. I do show the claim was denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] As they do not uh uh as per member policy?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Uh, may I know the plan name?
[AGENT][NEUTRAL] Medlink.
[CUSTOMER][NEUTRAL] OK. Uh, can I have the claim number, please?
[AGENT][NEUTRAL] Claim number is 3554415.
[CUSTOMER][NEUTRAL] Uh, and there is one more rate of service for the same patient.
[AGENT][NEUTRAL] Data, what is that data service?
[CUSTOMER][NEUTRAL] Oh yeah, just a moment.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, that claim denial for the same reason, office visits is not, is not covered under the policy.
[CUSTOMER][NEUTRAL] OK. Uh, so what is the claim number for this?
[AGENT][NEUTRAL] 3563536
[CUSTOMER][NEUTRAL] OK, and call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] Uh, nothing. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] Mhm.