AccountId: 011433970860
ContactId: 3637f496-f2ac-45c0-ad2a-0b97bca0cf63
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 237160 ms
Total Talk Time (AGENT): 89632 ms
Total Talk Time (CUSTOMER): 91242 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/3637f496-f2ac-45c0-ad2a-0b97bca0cf63_20250425T13:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, good morning. This is [PII]. I'm calling from the provider's office for claim status.
[AGENT][NEUTRAL] I'm sure, [PII], I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. Um, it's [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. 02550749.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure. Um, it's [PII], [PII].
[AGENT][NEUTRAL] OK, and please repeat that policy number.
[CUSTOMER][NEUTRAL] Sure. 02550749.
[AGENT][NEUTRAL] OK, I'm sorry. Your line kept cutting out. Please repeat the number one more time for me.
[CUSTOMER][NEUTRAL] OK, I'm sorry. Uh, it's 02550749.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Sure, [PII], [PII].
[AGENT][NEUTRAL] OK. And do you need to verify benefits or do you need the status of a claim?
[CUSTOMER][NEUTRAL] Just the status of the claim, please.
[AGENT][NEUTRAL] OK. And the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII] $578.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3569736 and I'm showing that this claim denied because under this policy, the co-pay for office visits is not covered.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Co-pay for all office. It's
[CUSTOMER][NEUTRAL] It's not covered and we can bill the patient for the co-pay?
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] OK. Alrighty, let me just make sure I have the correct claim number. I, what I got is 3569736.
[AGENT][POSITIVE] Yes, ma'am, that's correct.
[CUSTOMER][POSITIVE] Awesome, um, I'm wondering if where we can get the copy of the EOB.
[AGENT][NEUTRAL] Um, I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes. Um [PII].
[CUSTOMER][NEUTRAL] If you can attention to my name, please?
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][POSITIVE] That's correct. Thank you.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] That will be all. Um, um, I need a reference number if you have one please for me.
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII], um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] Awesome, thank you, Ay you have a great weekend. Thanks for your help.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] OK. Goodbye.