AccountId: 011433970860
ContactId: 581c19c1-cab1-43c2-a01a-81493fbf3385
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182679 ms
Total Talk Time (AGENT): 81711 ms
Total Talk Time (CUSTOMER): 61881 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/581c19c1-cab1-43c2-a01a-81493fbf3385_20250624T18:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't get your name. Could you please repeat it again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII] and my last name will be
[CUSTOMER][NEUTRAL] [PII] and I'm calling from the provider's office regarding the claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yes. Yeah, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 02118983, M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII], and his date of birth will be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, it's April.
[CUSTOMER][NEUTRAL] [PII] with the bill amount of $436 even.
[AGENT][NEUTRAL] OK, I'm sorry, that was [PII]?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][NEUTRAL] Was this with uh Gastro Health?
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] Got it OK so I did find this claim that we were unable to pay a benefit as this service is not covered when performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] Non-core and the patient's plan or the?
[AGENT][NEUTRAL] Uh, the patients plan, Patience's plan, and if you'd like I can send you a copy of this EOB.
[CUSTOMER][NEUTRAL] Providers contract.
[CUSTOMER][NEUTRAL] On [PII], yeah.
[CUSTOMER][NEUTRAL] Yeah, OK. Could you please do that? The fax number will be.
[AGENT][NEUTRAL] Sure, do you have a fax number?
[AGENT][NEUTRAL] Go ahead, I'm sorry.
[CUSTOMER][NEUTRAL] Yeah, I do have the fax number. It's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 7773536.
[AGENT][NEUTRAL] OK, I'm going to read that back to make sure I'll I'll read it back to you to make sure I heard it correctly um that was [PII].
[CUSTOMER][NEUTRAL] You want me to repeat it again?
[CUSTOMER][POSITIVE] Yeah, sure. Please do that. Yeah.
[CUSTOMER][POSITIVE] Yes, that's right.
[AGENT][NEUTRAL] OK, alrighty, I will go ahead and send that now should get it within about 10 minutes or so. Uh, did you have any other questions for me?
[CUSTOMER][NEGATIVE] Mm no.
[CUSTOMER][NEUTRAL] [PII], what's the reference for this call?
[AGENT][NEUTRAL] Uh, reference number would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for giving us a call you too bye bye.