AccountId: 011433970860
ContactId: 39e52759-ff4b-4edc-bd50-ebdf993cd5b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214970 ms
Total Talk Time (AGENT): 79387 ms
Total Talk Time (CUSTOMER): 82571 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/39e52759-ff4b-4edc-bd50-ebdf993cd5b3_20250331T20:37_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEGATIVE] Hi, yes, my name is [PII], um, and I was just calling to check up on the claim because uh the portal was showing something that was processed but it kept on freezing up on me.
[AGENT][NEUTRAL] OK, sure. I can assist you with that. And this is your personal policy or you're calling from a provider's office?
[CUSTOMER][NEUTRAL] Um, um, for my personal policy.
[AGENT][NEUTRAL] OK. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number currently?
[CUSTOMER][NEUTRAL] Yes, it is let's see, I think it says reference the following claim number um 358.
[CUSTOMER][NEUTRAL] 2298. I don't know if that's the claim number or the policy. Let me see here. I may be looking at it.
[AGENT][POSITIVE] Mm, that sounds like a clean.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] The policy number if you're looking at the EOB is going to be the reference number.
[CUSTOMER][NEUTRAL] OK, let me see reference number.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Sorry, I'm scrolling.
[CUSTOMER][NEUTRAL] Reference number just go over.
[CUSTOMER][NEUTRAL] OK, I think I have, sorry, um 259.
[CUSTOMER][NEUTRAL] 373 7
[AGENT][NEUTRAL] OK. May I have your date of birth, mailing address, and email address for verification?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh-huh, [PII]. Email address is [PII], and did you say you needed my mailing address?
[AGENT][NEUTRAL] Yes, uh-huh.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, let me see.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, looks like the claim was denied. Let me check why.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. So, um, we need the, the itemized bill showing the diagnosis codes, um, and that's what we're asking for. It looks like the diagnosis codes are not on the information you submitted.
[CUSTOMER][NEUTRAL] Oh, OK. I thought I was.
[CUSTOMER][NEUTRAL] I thought it had everything on there. I'll see if they can provide a different one for me and I'll redo it.
[AGENT][NEUTRAL] Mm OK. Yeah. As long as it has the diagnosis code, the procedure codes, and the charge amounts, those, that will be like a full claim.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] For itemize, OK.
[CUSTOMER][NEUTRAL] OK, OK, I sure will. I'll reach out to them.
[AGENT][NEUTRAL] OK. Is there anything else I may help you with today? Any other questions or concerns?
[CUSTOMER][NEUTRAL] I believe that's it.
[AGENT][POSITIVE] All right. Well, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you, you too.
[AGENT][POSITIVE] Um, thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.