AccountId: 011433970860
ContactId: 446d89b5-8c14-46e3-9c0a-fd57b146ffae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264579 ms
Total Talk Time (AGENT): 61766 ms
Total Talk Time (CUSTOMER): 104318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/446d89b5-8c14-46e3-9c0a-fd57b146ffae_20250616T13:38_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi [PII], this is [PII] calling different provider's office to check on a claim.
[AGENT][NEUTRAL] Hey, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[AGENT][NEUTRAL] And you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure. It's
[CUSTOMER][NEUTRAL] 148.
[CUSTOMER][NEUTRAL] 0435 M as in Mike, L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you. And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth is [PII].
[CUSTOMER][NEUTRAL] And for this one,
[CUSTOMER][NEUTRAL] We have called you previously also and we got the information regarding this claim and
[CUSTOMER][NEGATIVE] It was denied and we have requested a copy of a new withdrawal fact but we haven't received it.
[AGENT][NEUTRAL] Do you have the claim number?
[CUSTOMER][POSITIVE] To request it I can have them calling, yeah.
[CUSTOMER][NEUTRAL] Yeah, I do have that.
[CUSTOMER][NEUTRAL] It's E as in Echo, Y as in Yankee, 42263806.
[AGENT][NEUTRAL] Um, that's not our claim number.
[AGENT][NEUTRAL] What was the date of service and bill charges?
[CUSTOMER][NEUTRAL] OK, go ahead and.
[CUSTOMER][NEUTRAL] It's for [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] It's $237 even.
[AGENT][NEUTRAL] OK, and then what's your effects?
[CUSTOMER][NEUTRAL] It's 615.
[CUSTOMER][NEUTRAL] 6, I'm sorry, 7773536.
[AGENT][NEUTRAL] That was 615.
[CUSTOMER][NEUTRAL] I'm, I'm repeating it again.
[CUSTOMER][NEUTRAL] Good, yes, 615.
[AGENT][NEUTRAL] I'm sure.
[AGENT][NEUTRAL] 61577.
[CUSTOMER][NEUTRAL] Yeah, go ahead, ma'am.
[AGENT][NEUTRAL] 7773536
[CUSTOMER][POSITIVE] Yes, ma'am. Correct.
[AGENT][NEUTRAL] OK. Um, I'll get that faxed over, um.
[CUSTOMER][NEUTRAL] I'm gonna.
[CUSTOMER][NEUTRAL] Mhm. Can I have the claim number, ma'am, uh, claim number and the claim details, ma'am, as it was the initial one was wrong, you said.
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Uh, it's 358-767-2, the claim number.
[AGENT][NEUTRAL] And the claim was received on [PII], process [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] And it was denied for
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Is it, is it with the patient's policy, ma'am?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Oh, that's it, ma'am. Can we have the call reference number?
[AGENT][NEUTRAL] Uh, it's my name is [PII], first initial to last name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm. And may I know the usual turn on time or in general time to receive this EOB profix?
[AGENT][NEUTRAL] Uh, it should just take about 5 minutes.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I got that now.
[CUSTOMER][NEUTRAL] And that's it, and that's it for the day.
[AGENT][POSITIVE] OK, well, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] You too. Have a great day ahead. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.