AccountId: 011433970860
ContactId: 4d73611f-3ea0-43c4-a549-52ff02626412
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377440 ms
Total Talk Time (AGENT): 145155 ms
Total Talk Time (CUSTOMER): 93268 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/4d73611f-3ea0-43c4-a549-52ff02626412_20250127T19:08_UTC.wav
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[AGENT][NEUTRAL] APL this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling providers I was checking on claim status. Could you please help me with that?
[AGENT][POSITIVE] Yes, I can help you. What's your spell your name for me?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] Uh sorry, it's [PII]
[AGENT][NEUTRAL] OK, and did you say you were checking claim status, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] 01828796.
[AGENT][NEUTRAL] OK, and what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] client.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that information and we're checking um a claim status for what date of service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] and the bill $125 even.
[AGENT][NEUTRAL] 125.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, so I do show that this claim was received.
[AGENT][NEUTRAL] [PII] processed.
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII], there was no payment made on this claim.
[AGENT][NEUTRAL] Um, their explanation of benefits sites that office visits are not covered by the above numbered policy, so the patient's policy does not cover.
[AGENT][NEUTRAL] Office visits let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] That claim number is 349.
[AGENT][NEUTRAL] 0120.
[AGENT][NEUTRAL] And [PII] you can also check your claim status on our online service center at [PII]. Did you have any other questions we can help out with today?
[CUSTOMER][NEUTRAL] Yeah. Uh, may I know, uh, what type of plan does the ma'am have?
[AGENT][NEUTRAL] Supplemental gap policy.
[CUSTOMER][NEUTRAL] Supplemental gap policy, right?
[AGENT][NEUTRAL] Uh-huh, uh-huh.
[AGENT][NEUTRAL] Or a mein supplemental gap policy.
[CUSTOMER][POSITIVE] Thank you. Could you please
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Could you please spell out your name?
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call. [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial last name is [PII]. Any other questions I could help out with today?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, I have 4 more claims. Could you please help me with that?
[AGENT][NEUTRAL] Is it for this patient?
[CUSTOMER][NEUTRAL] Uh no, different.
[AGENT][NEUTRAL] OK, so I can help you create an online account just let me know when you're ready and I can give you that website.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] OK, so the first word is [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And let me know when you get to the home page. It's going to say online service center welcome.
[CUSTOMER][NEUTRAL] Oh, you said, uh,
[CUSTOMER][NEUTRAL] I need to open this, right?
[AGENT][NEUTRAL] OK, did you enter that web address?
[CUSTOMER][NEUTRAL] No, uh, we don't have access to the any.
[CUSTOMER][NEUTRAL] Any ports.
[AGENT][NEUTRAL] OK, so I can do one more status for you if you can provide that policy number.
[CUSTOMER][NEUTRAL] Yeah, it's, uh, one moment.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] 02252370.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh the last name [PII]
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] Thank you and what's the date of service and total charge?
[CUSTOMER][NEUTRAL] It's [PII] and the bill amount is $189 even.
[AGENT][NEUTRAL] OK, this office visit was denied as well. It's not covered by the patient's policy. I'm showing a claim number of 349.
[AGENT][NEUTRAL] 0016.
[AGENT][NEUTRAL] Received [PII].
[AGENT][NEUTRAL] Processed [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you for providing this information.
[AGENT][POSITIVE] You're welcome and thank you for calling APL Amara. Have a good day as well.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.