AccountId: 011433970860
ContactId: 569853c1-b0b6-4c25-8b3c-a368e581025a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184720 ms
Total Talk Time (AGENT): 43213 ms
Total Talk Time (CUSTOMER): 42006 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/03/569853c1-b0b6-4c25-8b3c-a368e581025a_20250303T17:27_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling regarding a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02451262.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, looks like we, we received this claim twice, um, let me see the first time claim denied, let me see.
[AGENT][NEUTRAL] Mm
[AGENT][NEGATIVE] OK. The first time it denied is because their office visit had already been maxed out and the second time it denied as a duplicate.
[CUSTOMER][NEUTRAL] Yeah, because I called and they said that they didn't have it the first time, so is it the patient's responsibility then?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Can I get an EOB sent over to me?
[AGENT][NEUTRAL] OK, what's that um fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, 562-531.
[CUSTOMER][NEUTRAL] 0702.
[AGENT][NEUTRAL] OK, one moment please.
[AGENT][NEUTRAL] Uh, you should receive that fax in the next 7 to 10 minutes. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] OK, great, no that'll do it, [PII] thank you have a great day bye bye.
[AGENT][POSITIVE] Thank you for calling A. Have a good day.