AccountId: 011433970860
ContactId: 23ad9d5f-5b8f-4a66-89df-b7a7e0e25b21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265420 ms
Total Talk Time (AGENT): 80391 ms
Total Talk Time (CUSTOMER): 57206 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/04/23ad9d5f-5b8f-4a66-89df-b7a7e0e25b21_20250304T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling on APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to obtain status on a client for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your callback number?
[CUSTOMER][NEUTRAL] Yes, uh, my name is [PII] The phone number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] It is for [PII]. The the birthday is [PII].
[CUSTOMER][NEUTRAL] And the ID number is 1702708.
[AGENT][NEUTRAL] OK, let me pull up Miss [PII] real quick.
[AGENT][NEUTRAL] OK thank you and what's the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Uh, it is for [PII]. The amount is $236.
[AGENT][NEUTRAL] OK, and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $30 even.
[AGENT][NEUTRAL] Thank you and can you please give me the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] DMH physician associates.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I look up this claim for you, and I will be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, [PII] for holding for me. I have the claim for you. The claim number is 3505965.
[CUSTOMER][POSITIVE] No problem
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][POSITIVE] Got you.
[CUSTOMER][NEUTRAL] Uh, when was it the [PII]?
[AGENT][NEUTRAL] Let me look that up real quick for you.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty and I'm so sorry, what was your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] I'm so sorry you said S?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Oh my gosh, yeah, can I get a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] Alright thank you so much for your help.
[AGENT][POSITIVE] You're very welcome you have a good day and thank you for calling APL.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][POSITIVE] You're welcome. Bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye