AccountId: 011433970860
ContactId: 3d701ec3-3f90-4a40-8ef9-b0242c2f7b6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 215139 ms
Total Talk Time (AGENT): 56560 ms
Total Talk Time (CUSTOMER): 46789 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/3d701ec3-3f90-4a40-8ef9-b0242c2f7b6e_20250203T14:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, good morning. I was calling to get some information on those, on the denial.
[AGENT][NEUTRAL] OK, and your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], and you're calling on behalf of a provider's office or are you the policy holder?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, facility
[AGENT][NEUTRAL] OK, and what's the policy number?
[CUSTOMER][NEUTRAL] Sure, it's uh 02446516.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's a direct line [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you, give me one moment, OK, [PII]?
[CUSTOMER][POSITIVE] Sure, thank you.
[AGENT][NEUTRAL] Thank you for holding [PII]. If you could verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Sure, it's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you said that you wanted to, you needed clarification of a claim or checking claim status.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] The clarification of a denial, yes ma'am.
[AGENT][NEUTRAL] And you have the claim number?
[CUSTOMER][NEUTRAL] Um, yes ma'am, that would be 355-387-5.
[AGENT][NEUTRAL] OK, and on the back of that explanation of benefits, what does it say?
[CUSTOMER][NEUTRAL] Oh, I don't, I, I did not load a copy of it.
[AGENT][NEUTRAL] OK, we're requesting a copy of the major medical explanation of benefits.
[CUSTOMER][NEUTRAL] Are you all supposed to be secondary?
[AGENT][NEUTRAL] This policy is secondary to the major medical plan correct.
[CUSTOMER][NEUTRAL] All right, and then just a call reference number please.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. [PII].
[AGENT][NEUTRAL] And it looks like her primary is Blue Cross Blue Shield.
[CUSTOMER][POSITIVE] Alright perfect well thank you so much for your help. I really appreciate it. Hope you have a wonderful rest of your day.
[AGENT][NEUTRAL] Oh
[AGENT][POSITIVE] You're welcome, [PII]. If no other questions, thanks for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thank