AccountId: 011433970860
ContactId: 4c9debb4-31a2-4328-87ac-0ab5792a3952
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256040 ms
Total Talk Time (AGENT): 102487 ms
Total Talk Time (CUSTOMER): 77705 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/4c9debb4-31a2-4328-87ac-0ab5792a3952_20250109T15:30_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial is [PII] I'm calling regarding the claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] Yes, it is 02497688.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] and the amount is $805.
[AGENT][NEUTRAL] OK, let me check and see if I got this claim and for future you can check claim status online through our website at [PII] and that's just optional.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you repeat that [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] I'll check that out.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] You said it was for $805?
[CUSTOMER][NEUTRAL] Yes, um, part of it did not for documentation is required, but it didn't say what was needed.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] I have a claim number too so.
[AGENT][NEUTRAL] What
[AGENT][NEUTRAL] OK, go ahead with the claim number.
[CUSTOMER][NEUTRAL] It is 352-709-0.
[AGENT][NEUTRAL] OK, bear with me just a second, let me pull this one.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm waiting on the system. Bear with me.
[AGENT][NEUTRAL] OK, so we process the claim [PII].
[AGENT][NEUTRAL] And let me uh give you the denial reason. Uh, the denial reason is, is a little bit different, but um it looks like um for a code, um let's see, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this was the claim for [PII] or was it for [PII]?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] It was, it's supposed for [PII]. I need to fix that. That may help.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I'm just seeing this, OK, OK, yes, I'll fix that, um, because I have them both for [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm, OK.
[CUSTOMER][NEUTRAL] That'll help, so.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Let me go, let's start with that um send the claim back out.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And see what happens, you have a reference number?
[AGENT][NEUTRAL] Uh, we don't have reference numbers. You can use my name in today's date. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Yes, your spelling.
[AGENT][NEUTRAL] That's [PII]. Last initial is [PII].
[CUSTOMER][POSITIVE] I had it correct. OK, thank you, uh.
[AGENT][POSITIVE] Mhm. You're welcome, Ms. [PII]. Thank you for calling APR.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.