AccountId: 011433970860
ContactId: 323b9fa7-bc01-4c22-b3ed-f16c9460cc2c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175720 ms
Total Talk Time (AGENT): 66029 ms
Total Talk Time (CUSTOMER): 70604 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/323b9fa7-bc01-4c22-b3ed-f16c9460cc2c_20250217T17:49_UTC.wav
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[AGENT][NEUTRAL] Uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, this is [PII] from office. Want to check the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you and [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Uh, yes, of course, the policy number, it is 01887322 M like Mary L like Lima 8.
[AGENT][POSITIVE] OK, thank you and give me one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, of course. The callback number, it is [PII].
[AGENT][NEUTRAL] OK. And verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yes, of course, my first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yes, uh, detail service it is [PII] and they charge about $242.65.
[AGENT][NEUTRAL] OK. And do you have a balance after primary insurance has processed the claim?
[CUSTOMER][NEUTRAL] Uh, yes, the balance, it is uh $75 even.
[AGENT][NEUTRAL] 01 moment. And while I'm looking at claim information to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at secured. Am as in [PII], and you're calling from what provider's office?
[CUSTOMER][NEUTRAL] Uh, yes, of course, uh, provide an office. It is uh Barry University INC.
[AGENT][NEUTRAL] OK, I show that claim processed as office visits are not covered per the policy.
[CUSTOMER][POSITIVE] OK, ma'am. Thank you so much. And uh could you also fax this to my fax number?
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][POSITIVE] Uh thank you so much. The fax number is 7.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, so the fax number is [PII]. Is that correct?
[CUSTOMER][POSITIVE] Yes, yes, correct.
[AGENT][NEUTRAL] OK. Is there anything else, [PII], I can assist you with today?
[CUSTOMER][POSITIVE] Uh, thank you so much to have asked me. Have a great day and bye for now.
[AGENT][POSITIVE] Oh, you're welcome. Thank you for calling APO. Bye.
[CUSTOMER][NEUTRAL] Bye.