AccountId: 011433970860
ContactId: 3d6575b0-c5d2-4443-9bda-9fd766d769b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 375489 ms
Total Talk Time (AGENT): 87158 ms
Total Talk Time (CUSTOMER): 93404 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/3d6575b0-c5d2-4443-9bda-9fd766d769b9_20250603T20:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office and looking on a claim status. Can you help me?
[AGENT][NEUTRAL] Sure, I can verify claim status for you [PII] and give me one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Miss [PII], spell your name for me please.
[CUSTOMER][NEUTRAL] [PII]. Last name [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Let's see, and what is the policy number?
[CUSTOMER][NEUTRAL] 23297003
[AGENT][NEUTRAL] Give that to me one more time, please. 2329.
[CUSTOMER][NEUTRAL] 703.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and Miss [PII] verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII].
[CUSTOMER][NEUTRAL] Lady, date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It's [PII] for $225 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, I'm showing a claim process as office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] OK. May I know the uh receive and then I did?
[AGENT][NEUTRAL] Claim received [PII], processed on [PII].
[CUSTOMER][NEGATIVE] And it's denied [PII] office visit is not covered under the patient's policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So it's the patient's responsibility.
[AGENT][NEUTRAL] We don't give patient responsibility we can only verify how the claim was processed.
[CUSTOMER][NEUTRAL] And may I know the patient's policy name?
[AGENT][NEUTRAL] Medlink, M E D L I N K.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] 359-531-7
[CUSTOMER][NEUTRAL] It's 359-953-17.
[AGENT][NEUTRAL] 359-531-7
[CUSTOMER][NEUTRAL] OK. 359 5317.
[CUSTOMER][NEUTRAL] And can you fax me the EOB?
[AGENT][NEUTRAL] We do have it available on our online service center at [PII].
[CUSTOMER][NEUTRAL] Actually, we don't have access for the hotel.
[AGENT][NEUTRAL] If you have internet, you have access, but what's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] When I will get the fax?
[AGENT][NEUTRAL] Uh, by the end of the day.
[CUSTOMER][NEUTRAL] OK. Can you spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Last name [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the call reference number?
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][NEUTRAL] Your name and today's date.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. OK. Thank you so much for the information you provided me on this call.
[AGENT][POSITIVE] Mhm you're welcome thank you for calling APL.
[CUSTOMER][POSITIVE] Yeah, thank you. Bye.
[AGENT][NEUTRAL] Mhm.