AccountId: 011433970860
ContactId: 38e197e4-7eef-4396-9ee7-e5d7afbdf307
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171160 ms
Total Talk Time (AGENT): 37464 ms
Total Talk Time (CUSTOMER): 77764 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/38e197e4-7eef-4396-9ee7-e5d7afbdf307_20250423T14:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm with the provider's office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, I missed to get, uh, I missed to get, uh, one more claim for the same patient. Uh, let me provide you the policy number.
[CUSTOMER][NEUTRAL] Uh, it's just 0254.
[CUSTOMER][NEUTRAL] 5740.
[AGENT][NEUTRAL] And what was your callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name, uh, one moment. [PII].
[CUSTOMER][NEUTRAL] And date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was that date of service?
[CUSTOMER][NEUTRAL] Uh, data service is [PII].
[CUSTOMER][NEUTRAL] Total bill amount is $450.
[CUSTOMER][NEUTRAL] I don't have a claim number.
[AGENT][NEGATIVE] Uh, this was denied for the same reason. Um, offices, it's not covered and then services provided in office are not covered.
[AGENT][NEUTRAL] Um, claim number is 358-5697.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 358-569-7 correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright, and uh
[CUSTOMER][NEUTRAL] Can you fax me the EOP?
[AGENT][NEUTRAL] What's your
[CUSTOMER][NEUTRAL] Explanation of payment or a denial letter? Yes, it is [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes a few minutes.
[CUSTOMER][NEUTRAL] OK, and also can you fax me the EOB for another data service for the same patient we have previously requested it, but, uh, we never received it.
[AGENT][NEUTRAL] OK. What one was that?
[CUSTOMER][NEUTRAL] Uh, the, it's [PII].
[CUSTOMER][NEUTRAL] And the rebuild amount is $110 even.
[CUSTOMER][NEUTRAL] And I do have a claim number if you want.
[AGENT][NEUTRAL] You've got the 356-4344?
[CUSTOMER][POSITIVE] Exactly, yes.
[AGENT][POSITIVE] OK. Yes, I will get that one faxed as well.
[CUSTOMER][NEUTRAL] Alright, uh, [PII], thanks for helping me out. Can I have, oh, the call reference number is your name and the delivery date, right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Alright, thanks for helping me out. Have a great day bye.
[AGENT][POSITIVE] Thanks for calling APL. Thanks you too. Bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.