AccountId: 011433970860
ContactId: 2aed3d93-79e3-4df3-822c-fed35d6bf392
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223360 ms
Total Talk Time (AGENT): 82661 ms
Total Talk Time (CUSTOMER): 58590 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/2aed3d93-79e3-4df3-822c-fed35d6bf392_20250521T13:08_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling as a provider calling to check the status of a claim.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] [PII] you spell it [PII]
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I'm sorry, give me my fax number [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number I'm showing is 01821740.
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What what's the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, I can help you with that. What's the date of service?
[CUSTOMER][NEUTRAL] Be of service is [PII] for $355.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, they do have a new policy number. Let me give you that. It's 02.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 440266
[AGENT][NEUTRAL] And it was effective [PII] and it's still active um and let me look at that data service for you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You said [PII]?
[CUSTOMER][POSITIVE] Uh, correct.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was one of those procedure codes on that bill?
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] 99213 ML 4387
[AGENT][NEUTRAL] OK. Uh, we did receive that 99213 office visits are not covered under this policy. The L4387, uh.
[AGENT][NEUTRAL] $150.33 went towards the deductible.
[CUSTOMER][NEUTRAL] Alright, and are you able to fax that EOB?
[AGENT][POSITIVE] Yes ma'am, I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] 251
[CUSTOMER][NEUTRAL] 4052869
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh, do you have a claim number?
[AGENT][NEUTRAL] It is 359-1556.
[CUSTOMER][NEUTRAL] Alright, and what was your name again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And do you get reference numbers for the call?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Alright thank you have a good day.
[AGENT][POSITIVE] Thank you for calling APLU as well.
[CUSTOMER][POSITIVE] Thank.