AccountId: 011433970860
ContactId: 2c2a49d2-b900-4498-9f32-5d79748808d0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202339 ms
Total Talk Time (AGENT): 59263 ms
Total Talk Time (CUSTOMER): 63463 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/2c2a49d2-b900-4498-9f32-5d79748808d0_20250403T20:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], this is [PII]. How are you?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] I'm doing good. I hope I have the right department. I'm calling from the provider's office trying to get status of a claim.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it is 02344316 M as in Mary, L Larry 8.
[AGENT][NEUTRAL] And can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Um, let's see. Uh, looks like this policy's term, but let me see if there's an active one.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Did you say claim status or benefits?
[CUSTOMER][NEUTRAL] Claim status and it's um for a claim in [PII].
[AGENT][NEUTRAL] OK. OK, perfect. Uh, what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And that was, I'm sorry, what date? 2?
[CUSTOMER][NEUTRAL] Um, let me get the correct date. Hold on.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] Yeah the bill charges for that, uh, data service?
[CUSTOMER][NEUTRAL] $235.
[AGENT][NEUTRAL] To
[AGENT][NEUTRAL] Uh, it looks like the outpatient benefit for the calendar year had been met when that claim was submitted.
[CUSTOMER][NEUTRAL] OK. So it denies for um
[CUSTOMER][NEGATIVE] I guess so they didn't have the the benefit back.
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And can I get the claim number and the denial date?
[AGENT][NEUTRAL] Uh, claim number is 3571024. Denial date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And um can you have a uh well do you have a call reference number as well?
[AGENT][NEUTRAL] Uh, call reference number is my, uh, first name is [PII], and then last initial or first initial last name is [PII], and today's date.
[CUSTOMER][NEUTRAL] Oh, OK, you said [PII]. I don't know why I thought you said [PII].
[AGENT][NEUTRAL] That's all right, that's my brother's name.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Well I appreciate it.
[AGENT][NEUTRAL] OK, anything else I can help with today?
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Yeah.