AccountId: 011433970860
ContactId: 519c3351-d0b8-41fa-975d-fb7598f012b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159360 ms
Total Talk Time (AGENT): 44631 ms
Total Talk Time (CUSTOMER): 69179 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/03/519c3351-d0b8-41fa-975d-fb7598f012b2_20250103T19:10_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi, yes, my name is [PII]. I'm calling to check on claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today Join if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, our office callback number [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number 0220.
[CUSTOMER][NEUTRAL] 30989 N as in Nancy L as in Lima number 8.
[AGENT][NEUTRAL] Um, there's something wrong with that policy number, it's too many numbers, um.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] Let me see maybe I have.
[CUSTOMER][NEUTRAL] The social you say?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Let me see if I do. I don't think so.
[AGENT][NEUTRAL] Well, it's something it's.
[CUSTOMER][NEUTRAL] Yeah, [PII] I'll give you the 67755.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] maybe that that was that was wrong I don't know.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] Please be advised the verification of coverage is not a guarantee of payment and what is the date of service?
[CUSTOMER][NEUTRAL] Date of service for the station is this [PII] and I'll tell you right now what's the total bill amount.
[AGENT][NEUTRAL] What's your tax ID?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I do show that a claim was denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, so office visits are not covered under the policy. OK, OK, so it was denied. Do you think that there's a way you can send me that EOB?
[AGENT][NEUTRAL] OK, one moment, let me get the fax number.
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 15 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No ma'am.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] Thank you have a good day.
[AGENT][NEUTRAL] Mhm bye bye.