AccountId: 011433970860
ContactId: 32b8c167-deb1-4221-a94c-a4ce15cbbec6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 139130 ms
Total Talk Time (AGENT): 73389 ms
Total Talk Time (CUSTOMER): 52077 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/32b8c167-deb1-4221-a94c-a4ce15cbbec6_20250206T19:50_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check status on a claim.
[AGENT][POSITIVE] It would be my pleasure to assist you with claim status today. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] Thank you [PII]. What is a good call back number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and the policy number?
[CUSTOMER][NEUTRAL] It is, I'll tell you right now that 02054473 ML 8.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Alright thank you and I can help you with that claim status. What is the data service?
[CUSTOMER][NEUTRAL] Data service 61724.
[AGENT][NEUTRAL] Build out.
[CUSTOMER][NEUTRAL] It is 6680.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the facility name please ma'am.
[CUSTOMER][NEUTRAL] It's my GYN care. It's run by Vito MD is the corporation.
[AGENT][NEUTRAL] Got you. Thank you, [PII]. I do have that claim on file. We did receive the claim on 12-3-24 and processed on 12-6-24.
[AGENT][NEUTRAL] The claim was denied on both of those CPTs because the services are not covered when performed in a doctor's office.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Would you like that claim number?
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Uh, yes, uh huh, yeah, let me have the claim number and the reference number please.
[AGENT][NEUTRAL] Well, the claim number is 353-8119.
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Huh?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the reference number would be my name and today's date, and I spell my name [PII]. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thank you so much.
[AGENT][POSITIVE] [PII], thank you for calling APL and I hope you have a wonderful afternoon.
[CUSTOMER][POSITIVE] Thank you, mm bye.
[AGENT][NEUTRAL] Bye-bye.