AccountId: 011433970860
ContactId: 38969666-6bd2-4678-beb9-49a50a3d3eb8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 219139 ms
Total Talk Time (AGENT): 121397 ms
Total Talk Time (CUSTOMER): 64750 ms
Interruptions: 0
Overall Sentiment: AGENT=2.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/38969666-6bd2-4678-beb9-49a50a3d3eb8_20250501T18:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from the office of Doctor [PII]. I'm following up on an outstanding bill.
[AGENT][POSITIVE] OK, [PII], I'll be glad to help you. Go ahead and give me a good policy number.
[CUSTOMER][NEUTRAL] 01828919.
[AGENT][POSITIVE] Alrighty, [PII]. Thank you so much for that information. Now, while I'm pulling this up, go ahead and give me a good return telephone call number please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Excuse me.
[AGENT][POSITIVE] Alrighty [PII], thank you so much for all that information. Now your patient's name and date of birth today please, ma'am.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that, [PII]. Looks like he is the insured on this medical supplemental plan and you did say you want to check status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] I did. It's for [PII].
[AGENT][NEUTRAL] And how much is your bill for on that date?
[CUSTOMER][NEUTRAL] $705.
[AGENT][NEUTRAL] And where's the, uh, what's the name of the provider?
[CUSTOMER][NEUTRAL] Uh, will either be under [PII] or [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. So give me just a moment, let me do some checking. Let's see.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] I think I see it. Uh, let's see. I do see your bill total 705, yeah, it's from that, um, [PII]. OK, it looks like the, uh, now it looks like they do not have any office visit benefits here. So the office visit charge itself is being denied and it looks like the other two codes that were submitted was already paid at 100% by the primary insurance carrier.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK, and do you, uh, will there be, uh, an EOB regarding the office does it charge?
[AGENT][NEUTRAL] Yeah, so
[AGENT][POSITIVE] Yes, ma'am, and if you hadn't already got it, I'll be glad to fax you over one more great.
[CUSTOMER][POSITIVE] That would be wonderful.
[AGENT][POSITIVE] Yes, ma'am. Go ahead and give me a good fax number.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But [PII], I'm gonna repeat that fax number to make sure that I got this written down correctly. That's area code [PII]. Was that your correct fax number, [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, well, I'm gonna give me about 5 minutes and I'll get that faxed over to you, [PII], OK?
[CUSTOMER][NEUTRAL] OK. And I'm sorry, could you tell me your name again, please?
[AGENT][NEUTRAL] I sure can. My name is [PII], that is spelled [PII] And is that all that I can help answer for you today, [PII]?
[CUSTOMER][NEUTRAL] It is thank you. Do you use call reference numbers?
[AGENT][NEUTRAL] No, ma'am, we don't, but you can use my name in today's date, [PII] if you need to do so, OK?
[CUSTOMER][POSITIVE] Thank you so much, [PII].
[AGENT][POSITIVE] Yes, ma'am, and thank you for calling APM I great you have a great rest of your day, OK?
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, ma'am. Bye bye.