AccountId: 011433970860
ContactId: 30fa1628-10fe-4dbe-be7d-abbee6d253b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180320 ms
Total Talk Time (AGENT): 53543 ms
Total Talk Time (CUSTOMER): 75378 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/30fa1628-10fe-4dbe-be7d-abbee6d253b1_20250616T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from Pro's office to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, my callback number is gonna be uh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh, the patient's policy number is gonna be 02465911, M as in Mike L as in Lima, 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is gonna be uh [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, the date of service is gonna be uh.
[CUSTOMER][NEUTRAL] Um, [PII] for the bill amount of $174 even.
[AGENT][NEUTRAL] It looks like the claim was received for 1-2025. It was processed on [PII].
[AGENT][NEUTRAL] Uh, looks like this is not a covered benefit.
[CUSTOMER][NEUTRAL] OK. May I know the date?
[AGENT][NEGATIVE] Not a covered benefit under the plan.
[CUSTOMER][NEUTRAL] OK. Um.
[CUSTOMER][NEUTRAL] Under the provider plan or the patient plan?
[AGENT][NEUTRAL] The patient plan?
[CUSTOMER][NEUTRAL] And the patient plan. OK, got it. Uh, can I get the patient plan details?
[AGENT][NEUTRAL] You need the benefits or what?
[CUSTOMER][NEUTRAL] Uh, plan name, plan name or the plan type HMO PPOPO Yup.
[AGENT][NEUTRAL] So planning.
[AGENT][NEUTRAL] It it's a secondary supplemental policy. The plan name is Medlink SSS.
[CUSTOMER][NEUTRAL] OK. Secondary supplementary plan.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, could you please repeat that, uh, yeah, ma'am, something you have been told, right.
[AGENT][NEUTRAL] Sorry?
[CUSTOMER][NEUTRAL] Um, you have told the name uh secondary supplemented and EMM.
[CUSTOMER][NEUTRAL] Could you please repeat that?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] The product name or the plan name is Medlink. It's M as in Mary, E as in Echo, D as in dog, L as in Lima, I as in India, N as in November, K as in kite, S as in Sierra, F as in Frank, S as in Sierra.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, got it. Can I get a reference number for this call?
[AGENT][NEUTRAL] It's my name is [PII], and today's date.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK. [PII], on to the gate.
[CUSTOMER][NEUTRAL] No thank you have a nice day bye bye.
[AGENT][POSITIVE] Thank you, bye bye.