AccountId: 011433970860
ContactId: 31b15e35-7c55-46f5-b4db-5d178dad8a01
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 459450 ms
Total Talk Time (AGENT): 104547 ms
Total Talk Time (CUSTOMER): 75520 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/31b15e35-7c55-46f5-b4db-5d178dad8a01_20250319T13:14_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. It's [PII] from Yale Medicine. I'm trying to get a status on a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims, Ms. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] That is 01660258 [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Name is [PII], [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the amount of the claim, Ms. [PII]?
[CUSTOMER][NEUTRAL] Yes, data service is 828-2024 and the bill amount is $785.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim and for future, you can check claim status online through our website at [PII] and that's just optional. You can always call.
[AGENT][NEUTRAL] And let's see.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you said the total charge was 785?
[CUSTOMER][NEUTRAL] Yes, for the balance of 50.
[AGENT][NEUTRAL] OK, let me try this um.
[AGENT][NEUTRAL] Do you know the procedure code by any chance?
[CUSTOMER][NEUTRAL] I can look it up.
[CUSTOMER][NEUTRAL] 99205.
[AGENT][NEUTRAL] Or gel medicine?
[CUSTOMER][NEUTRAL] Yes. Doctor Sureish [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Alright, it looks like we have processed this claim [PII] and the claim was denied, denial reason is office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Are you able to email me a copy?
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] I can fax it. Do you have a fax number?
[CUSTOMER][NEUTRAL] OK, that's, yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 785.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 39997.
[AGENT][NEUTRAL] You too.
[CUSTOMER][NEUTRAL] And you can put it to my attention.
[AGENT][POSITIVE] OK, perfect. That's um [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you mind holding for me while I send it right now while I got you on the line?
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for me, [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, no, that's it. Just your name again? I'm sorry.
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] You too, thank you.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.