AccountId: 011433970860
ContactId: 3adf08f1-1e9c-4ae5-8b78-ec88853f125a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 456029 ms
Total Talk Time (AGENT): 123532 ms
Total Talk Time (CUSTOMER): 136603 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/3adf08f1-1e9c-4ae5-8b78-ec88853f125a_20250128T19:11_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, hi, you said [PII] is your name?
[AGENT][NEUTRAL] So, [PII].
[CUSTOMER][NEUTRAL] Oh hi, I'm sorry, my name is [PII]. I was calling from Laceyton Medical. I'm looking for claim status. Could you help me with that please?
[AGENT][NEUTRAL] Sure, yes, I can assist you with claim status, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it's 01673462.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Perfect. Thank you, [PII]. And may I have a call back? I'm sorry, the date of service and the amount of the claim.
[CUSTOMER][NEUTRAL] It's OK. It's [PII]. The amount is $430.68.
[AGENT][NEUTRAL] OK, thank you. Alright, let me see if I can find this claim and for future you can check claim status online through our website at [PII], and that's just optional. You can always call and
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Yeah, I've tried to do that, but it was saying, oh, there has been an error, so I don't know if I'm doing something wrong. I don't know.
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] OK. I can give you the information. Were you able to like register and everything, or that was given to you whenever you try to register?
[CUSTOMER][NEUTRAL] Yeah, I registered. I'm I'm actually in the website now, but I don't know if because I don't have the account number. I do see the account number is on the claim, so I don't know.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] I don't know then it said er.
[AGENT][NEUTRAL] Oh, which patient account number are you using?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Let me make sure that's the one we have here.
[CUSTOMER][NEUTRAL] Let me try it again. B R L Y.
[CUSTOMER][NEUTRAL] 09.
[CUSTOMER][NEUTRAL] See, it's just saying that oops, there hasn't been the air. Let me try again.
[AGENT][NEUTRAL] Mm, OK. All right.
[CUSTOMER][NEGATIVE] It just cut me out while I was typing. I don't know.
[AGENT][NEGATIVE] It's not.
[CUSTOMER][NEUTRAL] The last 4 of the social.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's the correct um number the patient.
[AGENT][NEUTRAL] Mhm, yeah. [PII] [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII]. See, as I'm typing it goes out, oh, there's been an error looks like we're experiencing technical difficulties. Maybe I need to log out and log back in, yeah.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] All right, fine then. It's OK. All right, so we have uh processed the claim and the claim was denied stating that office visits are not covered by the policy. This was processed on [PII].
[AGENT][NEUTRAL] Um, do you need the claim number?
[CUSTOMER][NEUTRAL] Please, and also I will ask you if you could fax the EOB to me.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Oh, sure, yes, what is the fax number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] How do you spell your name so I can put it correctly?
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] OK, [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Almost had it. OK.
[AGENT][NEUTRAL] All right. Let me go ahead and send this out to you. Do you mind holding for me while I send it?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, that's fine.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mm thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Mr. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Hold on hold on.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, a call reference number and I'm out of your way.
[AGENT][NEUTRAL] We don't have reference numbers, but you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can you spell your name for me?
[AGENT][NEUTRAL] Sure, yes. That's [PII].
[CUSTOMER][POSITIVE] OK, thank you so very much I really appreciate your time.
[AGENT][POSITIVE] You're welcome and thank you for calling APO. Have a good day.
[CUSTOMER][POSITIVE] Alright, yes ma'am you too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.