AccountId: 011433970860
ContactId: 3ca521fc-f7e7-499d-aca1-cb497f9102b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168960 ms
Total Talk Time (AGENT): 53579 ms
Total Talk Time (CUSTOMER): 53890 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/3ca521fc-f7e7-499d-aca1-cb497f9102b2_20250207T16:45_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], my name is [PII], and I'm calling from Millennium Physician Group to find out if.
[CUSTOMER][NEUTRAL] Um, a claim was either crossed over or if you got the EOB to process the.
[CUSTOMER][NEUTRAL] Uh, co-payment for this patient, please.
[AGENT][POSITIVE] OK, yeah, I'm happy to check on a claim. What's the policy number?
[CUSTOMER][NEUTRAL] 02363729.
[AGENT][NEUTRAL] All right, thank you. Let me pull this up here.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you for that and then what's the date of service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do we have a build them out?
[CUSTOMER][NEUTRAL] Uh, $371.85.
[CUSTOMER][NEUTRAL] And your name is [PII]?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. Uh-huh.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] So yeah, looks like we did get the claim a couple different times. Um, it was, it was finally denied. It looks like the patient's plan terminated on [PII], so services were rendered after um coverage was active.
[CUSTOMER][NEUTRAL] Oh, OK, alright, that's what I needed to know. Can I get a reference number please, [PII]?
[AGENT][NEUTRAL] Absolutely. Yeah, that's my name with my last initial and then today's date. My last initials, my name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you, sir. You have a wonderful day. Thanks. Bye-bye.
[AGENT][POSITIVE] You're welcome. Have a good one. You too. Bye bye.