AccountId: 011433970860
ContactId: 38844151-d9a6-49d3-9f64-2c7fa17ead61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211539 ms
Total Talk Time (AGENT): 73679 ms
Total Talk Time (CUSTOMER): 68227 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/38844151-d9a6-49d3-9f64-2c7fa17ead61_20250310T21:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Yeah, hello, sir. Uh hi, I'm [PII] calling from provider's office regarding our claims.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim for you today. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, the patient's policy number is going to be 0166.
[CUSTOMER][NEUTRAL] 526-4 M as in Mike L as in Lima H.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Sure, patient's first name is going to be uh [PII] and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] So data services this, uh, [PII] with the bill amount of $348 even.
[AGENT][NEUTRAL] Looks like we did receive a claim for the state of service on [PII].
[AGENT][NEUTRAL] Uh, the claim is processed and denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Denial reason being office visits are not covered under the member's policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need the claim number?
[CUSTOMER][NEUTRAL] The sharing office is uh.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Well just came with a gun.
[CUSTOMER][NEUTRAL] Could you please help me the member's policy, uh, name?
[AGENT][NEUTRAL] The plan name is that what you had asked for?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It's a meddling plan or the secondary insurance.
[CUSTOMER][NEUTRAL] So got it. Uh, could you please help me the claim number and can you send me the copy of your be through fax as well.
[AGENT][NEUTRAL] The claim number is 35,700.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] 59
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] Mhm. Can you send me a copy of your.
[CUSTOMER][NEUTRAL] Yeah, sure, uh, the fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Just to confirm, [PII]?
[CUSTOMER][NEUTRAL] Yes, you can attention to my name.
[AGENT][NEUTRAL] OK, that's on its way. [PII] should be there in about 5 minutes.
[CUSTOMER][NEUTRAL] Sure, could you please help me to call the friends and may I know the nature of the last name, please?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name again is [PII], that is spelled [PII] Last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. I request you to please send the copy of your with the fax, ma'am. That's all the information I need. Thank you for assistance.
[AGENT][NEUTRAL] It's on its way.
[AGENT][POSITIVE] You're welcome. Bye bye.