AccountId: 011433970860
ContactId: 302c4914-59ab-47b8-a02a-49a43bdc14c1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167100 ms
Total Talk Time (AGENT): 47378 ms
Total Talk Time (CUSTOMER): 61960 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/302c4914-59ab-47b8-a02a-49a43bdc14c1_20250122T21:05_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, Ms. [PII], my name is [PII] and I'm calling from the provider's office. I was calling in regards to trying to find out if this patient has coverage.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] Um, I think, um, I'll tell you what I have. I have 02473288.
[AGENT][NEUTRAL] Thank you. Hold on one moment please.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] So we have this patient as [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you. And you are wanting to know the benefits?
[CUSTOMER][NEGATIVE] Well, what happened was we submitted a claim and it looks like it denied.
[AGENT][NEUTRAL] OK, so you were needing claim status. I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Um, it was [PII].
[CUSTOMER][NEUTRAL] Um, the total charge was $829.
[AGENT][NEUTRAL] What was one of the procedure codes on that bill?
[CUSTOMER][NEUTRAL] 20611.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, we did get that claim in. Office visits are not covered under this policy or anything done in a doctor's office is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Is there a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. All right, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good afternoon.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you