AccountId: 011433970860
ContactId: 24ecfc7b-b595-4086-8836-8942469cc26a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173880 ms
Total Talk Time (AGENT): 42027 ms
Total Talk Time (CUSTOMER): 87939 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/24ecfc7b-b595-4086-8836-8942469cc26a_20250421T18:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from JNI Pediatrics. I have um a patient of ours that has, um, a secondary insurance with you, and I would like to know if you received the claim, um, on the date of service that was sent over to you.
[AGENT][NEUTRAL] OK, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do. It is 02021777 M as in Michael L as in Larry 8.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Grown and lo.
[CUSTOMER][NEUTRAL] Is
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the claim was sent [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] The bill amount of that it's a good question, and I have to look that up really quick. Give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm sorry, I didn't write that down.
[AGENT][NEUTRAL] No, you're fine.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, that's the 2012 300.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Looks like we received that [PII], um, that was processed [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Um, office visits themselves are not covered under the policy.
[CUSTOMER][NEGATIVE] Office visits are not called uh um OK covered.
[CUSTOMER][NEUTRAL] Under policy.
[CUSTOMER][NEUTRAL] OK, so nothing was covered at all from your end.
[AGENT][NEUTRAL] Correct, um, office visits are just, they're not a covered service.
[CUSTOMER][NEUTRAL] And on that OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Um, and what was your name and it was [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] [PII], and can I have a reference number for this call please?
[AGENT][NEUTRAL] Uh, it's just my name and today's date.
[CUSTOMER][POSITIVE] Your name and city state. OK, you have a wonderful day, [PII].
[AGENT][NEUTRAL] All right.
[CUSTOMER][POSITIVE] And uh we'll speak soon thank you.
[AGENT][POSITIVE] OK. Thank you for calling APL. Have a great day. Bye.
[CUSTOMER][POSITIVE] Thank you.