AccountId: 011433970860
ContactId: 4a14e5f4-ffd7-404d-959b-c7e849c854b1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169720 ms
Total Talk Time (AGENT): 73516 ms
Total Talk Time (CUSTOMER): 44091 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/4a14e5f4-ffd7-404d-959b-c7e849c854b1_20250106T15:04_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yeah, can I get claim status, please?
[AGENT][POSITIVE] Yes ma'am, I can assist you with claim status. Um, first, could I get your name and a good call back number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yeah 1561619.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK. And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII] it's for 275.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] The claim number is 2384467.
[AGENT][NEUTRAL] And the claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] I got it. OK, thank you. Do you have um do you know if that was patient responsibility?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK, are you able to fax me over that EOB?
[AGENT][NEUTRAL] Yes, I can fax it to you. Um, what's your fax number?
[CUSTOMER][NEUTRAL] Thank you. [PII].
[AGENT][NEUTRAL] OK, that's attention, [PII] [PII]. Mhm.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK. Yes, ma'am. You should receive it in about 10 minutes. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] Thank you so much. Now, can I have a reference number?
[AGENT][NEUTRAL] Yes, for the reference number you can use my name in today's date. Um my name is [PII], it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Right, OK, thank you.
[AGENT][POSITIVE] OK, thank you again, [PII] for calling APL. You have a great rest of your day. Bye.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][NEUTRAL] Mm