AccountId: 011433970860
ContactId: 4dd01003-f59a-4cbc-b07a-d7d875bf4ef5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206899 ms
Total Talk Time (AGENT): 87838 ms
Total Talk Time (CUSTOMER): 90014 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/4dd01003-f59a-4cbc-b07a-d7d875bf4ef5_20250501T16:19_UTC.wav
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[AGENT][NEUTRAL] Good morning. Excuse me. Thank you for calling APL. This is. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII] calling from the provider's office and I'm checking for one of my patients claim status.
[AGENT][NEUTRAL] OK, well, I can verify claim status for you, Ms. [PII], and what is that policy number, please?
[CUSTOMER][NEUTRAL] 021 07803.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Area code is [PII] and this is my direct line.
[AGENT][NEUTRAL] Thank you, Ms. [PII]. Excuse me, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Uh [PII]. Last name is [PII] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and amount of the charge?
[CUSTOMER][NEGATIVE] The first date of service, oh my God, it's a bad old old claim. It is [PII] and the bill amount $483 even.
[AGENT][NEUTRAL] Thank you. And do you have the balance after primary has processed the claim?
[CUSTOMER][NEUTRAL] 50 $50.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And I'm sorry I did not get your name, ma'am.
[AGENT][NEUTRAL] It's [PII] last initial [PII], and while I'm looking at the claim information just to let you know we do have an online service center where providers can check claim status as well as print out the EOB and that site is at [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Yes, ma'am. And you're calling from, I'm sorry.
[CUSTOMER][NEUTRAL] Uh, provider's office.
[AGENT][NEUTRAL] Uh, what's the name of the provider's office?
[CUSTOMER][NEUTRAL] TMH Physician Associates.
[AGENT][NEUTRAL] OK, thank you so much. I'm showing the claim processed as office visits are not covered as per the policy.
[CUSTOMER][NEUTRAL] Non-covered. And any claim number?
[AGENT][NEUTRAL] Yes, ma'am. The claim number is 3423409.
[CUSTOMER][NEUTRAL] 09 and for the same patient, uh the date of service is [PII] and the bill amount is $314 and the same thing, $50 balance.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am. Give me one moment.
[AGENT][NEUTRAL] OK. And I show that claim also processed as office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] Mhm. OK. And the call, uh sorry, claim number?
[AGENT][NEUTRAL] 345-8334.
[CUSTOMER][POSITIVE] 34. Thank you so much. Any call reference number?
[AGENT][NEUTRAL] Uh, you can use my name in today's date if you like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else I can assist you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] OK, thanks a lot for your help.
[CUSTOMER][NEUTRAL] No.
[CUSTOMER][POSITIVE] No, that's it. Thanks a lot. Bye for now.
[AGENT][POSITIVE] Yes, ma'am. Thanks for calling APL. Have a great day.