AccountId: 011433970860
ContactId: 2875efa5-56bb-42ec-973b-440d53397732
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 203429 ms
Total Talk Time (AGENT): 48579 ms
Total Talk Time (CUSTOMER): 64824 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/2025/04/10/2875efa5-56bb-42ec-973b-440d53397732_20250410T14:01_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office to get a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] [PII] My last name [PII] [PII].
[CUSTOMER][NEUTRAL] My callback number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Do you have a good policy number for the patient?
[CUSTOMER][NEUTRAL] 0235.
[CUSTOMER][NEUTRAL] 96.
[CUSTOMER][NEUTRAL] 63
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $270 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] Uh, it looks like we received it on [PII]. That was processed on [PII], and it was denied as a non-covered service.
[CUSTOMER][NEUTRAL] So you guys don't pay for the um
[CUSTOMER][NEUTRAL] Of the plane calling me, hold on. To me she.
[AGENT][NEUTRAL] Uh, we
[AGENT][NEUTRAL] We don't pay for the office visit. Let me see. Was there 2 charges on there?
[CUSTOMER][NEUTRAL] Oh it's the.
[AGENT][NEUTRAL] Yeah, it's the office of the um.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] So
[AGENT][NEUTRAL] Yeah, office visits are not covered.
[CUSTOMER][POSITIVE] I thank you. Can I get a call reference number?
[AGENT][NEUTRAL] Uh, we just give our, it's my name, [PII], first initial to last name, [PII], and today's date. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][POSITIVE] No, that will be all. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] OK.