AccountId: 011433970860
ContactId: 3fd2c480-3cfb-4163-9858-acc0f22eca3f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249729 ms
Total Talk Time (AGENT): 100061 ms
Total Talk Time (CUSTOMER): 87032 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/3fd2c480-3cfb-4163-9858-acc0f22eca3f_20250128T23:00_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Did you say [PII]? Hi, my name is uh [PII], and I'm calling with um the Mayo Clinic, and I'm just calling to check the status of this claim.
[AGENT][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, you said
[AGENT][NEUTRAL] I'm sorry, I didn't get the last digits, the last four digits and extension.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and what's extension?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] 02422301 M as in Mary, L as in Larry 8.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yeah this is for.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK. Thank you.
[CUSTOMER][NEGATIVE] I probably butchered that poor girl's name.
[AGENT][NEUTRAL] That's fine. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Yeah, it's for.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] And let's see here it is let me.
[AGENT][NEUTRAL] Information.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] All right. So it looks like.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, we received the claim on [PII] and processed the claim on [PII].
[AGENT][NEUTRAL] And the claim was denied. The reason for this denial is that the service is not covered when performed in a doctor's office or clinic.
[CUSTOMER][NEGATIVE] Service not covered when.
[CUSTOMER][NEUTRAL] Performed in a
[AGENT][NEUTRAL] Office or clinic?
[CUSTOMER][NEUTRAL] Doctor's office or what?
[AGENT][NEUTRAL] For clinic.
[CUSTOMER][NEUTRAL] Our clinic.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And do you have that claim number?
[AGENT][NEUTRAL] Yes, the claim number is 3462611.
[CUSTOMER][NEUTRAL] Received on [PII] processed on [PII]. Denied services are not covered when performed in a doctor's office or clinic.
[AGENT][NEUTRAL] Yes.
[AGENT][POSITIVE] Correct, yes.
[CUSTOMER][NEUTRAL] OK, and then just a reference number for the call, so.
[AGENT][NEUTRAL] We don't, we don't have reference numbers. You can use my name today's date if you will. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No, it's [PII], that's initial [PII].
[CUSTOMER][POSITIVE] Alrighty thank you so much for your help today, [PII].
[AGENT][POSITIVE] You're welcome, Miss [PII], and thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thanks so much.
[AGENT][POSITIVE] Thank you. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.