AccountId: 011433970860
ContactId: 422335a4-a354-49c0-8ad7-05a8de0ef562
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242139 ms
Total Talk Time (AGENT): 92069 ms
Total Talk Time (CUSTOMER): 88133 ms
Interruptions: 2
Overall Sentiment: AGENT=1.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/422335a4-a354-49c0-8ad7-05a8de0ef562_20250102T16:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. My name is [PII]. To get the claim status?
[AGENT][POSITIVE] Alright, I'm happy to check on the claim status for you today. Do you have a policy number?
[CUSTOMER][NEUTRAL] Yes. It shows 02501560. M as in Mary, L as in Lima, number 8.
[AGENT][POSITIVE] All right. Thank you so much for that, [PII]. And can I get the uh a callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you so much. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII]. The date of birth is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for that and then what is the date of service?
[CUSTOMER][NEUTRAL] So, the date of service was [PII]. And the total charge is $1,566 even.
[AGENT][NEUTRAL] Did you say 3,566?
[CUSTOMER][NEUTRAL] No, $1,566 even.
[AGENT][NEUTRAL] OK, 1,566.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, one moment please. Let me just take a look.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so it looks like we did receive this claim.
[AGENT][NEUTRAL] Uh, looks like the claim was received [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, the claim was denied. The services were not covered when performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. So in this case, we can build the stations accordingly.
[AGENT][NEUTRAL] We're not able to advise on patient responsibility that would be up to the facility or the provider.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you so much.
[CUSTOMER][NEUTRAL] And can I have the claim number?
[AGENT][NEUTRAL] Claim number is 3502163.
[CUSTOMER][NEUTRAL] Thank you. And can you please send a copy of your with your our fax number?
[AGENT][NEUTRAL] Uh-huh. What's the fax?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yes, got it.
[AGENT][NEUTRAL] Should we mark that attention to anybody?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][POSITIVE] OK, [PII], I will send that off [PII] attention to you. Should be there in the next 5 minutes. Is there anything else I can check on for you here today?
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][POSITIVE] Um, uh, no, that's it for today. Thank you so much. And can I have the call reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initials and today's date. My name again is [PII] spelled [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][POSITIVE] OK. Got it. Thank you so much and take care. Bye-bye.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day. Bye-bye.