AccountId: 011433970860
ContactId: 2de7c127-157e-4d22-99d3-d06e5ee49fcd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 509730 ms
Total Talk Time (AGENT): 92844 ms
Total Talk Time (CUSTOMER): 118783 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/12/2de7c127-157e-4d22-99d3-d06e5ee49fcd_20250212T14:09_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, this is [PII] calling from office.
[AGENT][POSITIVE] Good morning.
[AGENT][NEUTRAL] OK, I'm sorry, what was your name?
[CUSTOMER][NEUTRAL] It's [PII], it's [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] Uh, it is [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, it is 01986534 M Mary, L Lima, number 8.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the patient's name?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And were you needing claim status or benefits?
[CUSTOMER][NEUTRAL] The claim status.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Can you please, uh,
[CUSTOMER][NEUTRAL] Can you please spell out your good name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII].
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] here
[AGENT][NEUTRAL] OK, and what was one of the procedure codes on that claim?
[CUSTOMER][NEUTRAL] Uh, it is 99214.
[AGENT][NEUTRAL] OK, we did receive that claim in.
[AGENT][NEUTRAL] It was denied this policy lapsed 9123.
[CUSTOMER][NEUTRAL] Uh, you mean this, uh, this policy is not active?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. Can you, uh, when you receipt, can you give me the receipt date?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] 354-573-0.
[CUSTOMER][NEUTRAL] And the call reference number, please.
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I have one more claim. Can you help me with that?
[AGENT][NEUTRAL] Hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is it on the same person or a different one?
[CUSTOMER][NEUTRAL] Different person.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And what's the next policy number?
[CUSTOMER][NEUTRAL] Uh, wait a moment, please.
[CUSTOMER][NEUTRAL] It is 01986534 M. Mary, L Lima.
[CUSTOMER][NEUTRAL] 8.
[AGENT][NEUTRAL] Patient's name?
[CUSTOMER][NEUTRAL] Uh, wait a moment, please.
[AGENT][NEUTRAL] That's the same policy number you gave me a while ago.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, the patient name is uh [PII], and the policy number is 27.
[CUSTOMER][NEUTRAL] 00
[CUSTOMER][NEUTRAL] 00, sorry.
[CUSTOMER][NEUTRAL] Sorry, I give you the wrong policy number actually.
[CUSTOMER][NEUTRAL] Can you just hold for 2 minutes?
[AGENT][NEUTRAL] Ma'am.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh yeah. Can you just hold for 2 minutes?
[AGENT][POSITIVE] I can hold on for a few seconds, yeah.
[CUSTOMER][POSITIVE] Uh, OK, no problem.
[CUSTOMER][NEUTRAL] Moment, please.
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII] and the policy number is 01845832.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] It is uh [PII].
[AGENT][NEUTRAL] Procedure code?
[CUSTOMER][NEUTRAL] Uh, it is 399394.
[AGENT][NEGATIVE] OK, we did receive that claim it was denied.
[AGENT][NEUTRAL] Office visits or anything done in a doctor's office is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Wait a moment.
[CUSTOMER][NEUTRAL] When you received the claim.
[AGENT][NEUTRAL] 1325.
[CUSTOMER][NEUTRAL] And the claim number, please.
[AGENT][NEUTRAL] 354-848-6.
[CUSTOMER][NEUTRAL] Is it 354-848-6?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. It's very helpful. Have a great day. Bye for now.
[AGENT][POSITIVE] Thank you, [PII] for calling APL. You as well.