AccountId: 011433970860
ContactId: 370111e8-ace3-491d-90f4-3fa98bbe077f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 403779 ms
Total Talk Time (AGENT): 75993 ms
Total Talk Time (CUSTOMER): 91144 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/370111e8-ace3-491d-90f4-3fa98bbe077f_20250324T18:26_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name is [PII] calling from doctor's office.
[CUSTOMER][NEUTRAL] To check on a claim status.
[AGENT][POSITIVE] Actually I can help you with. Can I please get your call back number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah, sure, the callback number is [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, sir. And then um what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] The policy number is 024377875M as in Mary L as in Lima 8.
[CUSTOMER][NEUTRAL] And the member's name is?
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] What is the member's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, sir. [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[AGENT][NEUTRAL] OK, let me look up that policy number uh real quick.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Data service is [PII] and the bill amount is $338 even.
[AGENT][NEUTRAL] OK, and then what's the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, $60 even.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Plastic surgery specialist of South Florida.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, but before that, can you please spell your name?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEGATIVE] Yeah, I got it. You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Tuesday.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. I have the claim. The claim number is 3569491.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm mhm.
[AGENT][NEUTRAL] The claim was denied because office visits are not covered for the patient's policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the member's plan name?
[AGENT][NEUTRAL] Medlink
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] May I know the claim receive date and process date?
[AGENT][NEUTRAL] Yes, uh, let's see. The received date was [PII] and it was processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, just give me a second.
[CUSTOMER][NEUTRAL] Member's plan is med link, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, sorry.
[CUSTOMER][POSITIVE] Then, uh, OK, [PII], um, thank you so much for your assistance.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And um your last name initial is [PII], is that right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Yeah, I got it.
[CUSTOMER][POSITIVE] Thank you so much for your assistance and uh have a great day. Stay safe. Bye for now.
[AGENT][POSITIVE] You have a great day too. We appreciate you calling Ash. Thanks for calling APL.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Bye-bye.
[CUSTOMER][NEUTRAL] Yeah