AccountId: 011433970860
ContactId: 43280aa6-da24-49f4-b7c8-305b114065f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158759 ms
Total Talk Time (AGENT): 63808 ms
Total Talk Time (CUSTOMER): 49169 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/43280aa6-da24-49f4-b7c8-305b114065f9_20250411T19:55_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, it's [PII].
[AGENT][NEUTRAL] Oh hey, OK, uh, you got your computer up. That's OK.
[CUSTOMER][NEUTRAL] Hi, sorry, yeah, yeah.
[AGENT][POSITIVE] No worries.
[AGENT][NEUTRAL] OK, what is the policy number, [PII]?
[CUSTOMER][NEUTRAL] OK, I have 218.
[CUSTOMER][NEUTRAL] 0314
[AGENT][NEUTRAL] OK, what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, looks like this is under [PII] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And were we checking benefits or claim status? I can't remember.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Um, no worries for claims, please.
[AGENT][POSITIVE] Thanks. OK, perfect. Uh, what's that date of service?
[CUSTOMER][NEUTRAL] I have a data service here for [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] Uh, build them out or is, uh, for $313 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, let's
[AGENT][NEUTRAL] OK, looks like we processed that um.
[AGENT][NEUTRAL] I received 3 1425, processed on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So, office visits are not covered under the policy. Um, the second charge could potentially be covered, but it says that the explanation of benefit did not match the claim information.
[CUSTOMER][NEUTRAL] info. OK. Um, do you have the EOB you could send over to me or do I have to wait until it posts? I mean, I don't have it posted here on my side yet.
[AGENT][NEUTRAL] Oh, no, I can, you want me to fax the EOB to you?
[CUSTOMER][NEUTRAL] Please, if you don't mind.
[AGENT][NEUTRAL] Yeah. What's your facts?
[CUSTOMER][NEUTRAL] Uh, it's [PII].
[AGENT][NEUTRAL] OK. Uh, give me about 2 minutes. I'll get that faxed over, and can I help you with anything else today?
[CUSTOMER][NEUTRAL] Um, can I just get the claim number, please?
[AGENT][NEUTRAL] Yeah, it's 357-758-6.
[CUSTOMER][POSITIVE] 86. OK, awesome. Thank you. I appreciate you. Have a good day.
[AGENT][POSITIVE] OK, thank you. Thank you for calling APL. Have a good weekend.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thank you. You too. Bye.
[AGENT][POSITIVE] Right, thanks.