AccountId: 011433970860
ContactId: 58202d5a-7dad-4757-86c8-5ea142928813
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213080 ms
Total Talk Time (AGENT): 72588 ms
Total Talk Time (CUSTOMER): 97933 ms
Interruptions: 6
Overall Sentiment: AGENT=2.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/58202d5a-7dad-4757-86c8-5ea142928813_20250116T19:29_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Good morning.
[CUSTOMER][NEUTRAL] This is [PII] calling from the provider's office to check the claim status.
[AGENT][POSITIVE] It would be my pleasure to assist you. Do you mind spelling your name for documentation?
[CUSTOMER][POSITIVE] pleasure to assist you.
[CUSTOMER][NEUTRAL] Yes, it's spelled as [PII].
[AGENT][POSITIVE] Thank you No the, what is a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, No. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It is 1262468 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] Thank you and the patient's name and date of birth please.
[CUSTOMER][NEUTRAL] It is Marcyellinix with the date of birth [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] No, it would be a pleasure to assist you with that claim status. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] Yes, uh, the data service is 10-9-2024 with the total charge $459 even.
[AGENT][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] And what is the facility name?
[CUSTOMER][NEUTRAL] It is Holy Cross Hospital Medical Group.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] I'm checking on that, bear with me one second.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Alright, uh, we do have that claim on file. We received it on [PII].
[CUSTOMER][NEUTRAL] You have that claim on file. You received it on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] It was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And denied as office visits are not covered under the patient's plan for the CPT 99214.
[CUSTOMER][NEUTRAL] denied
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] Claim number is 354.
[CUSTOMER][NEUTRAL] 354.
[AGENT][NEUTRAL] 8192.
[CUSTOMER][NEUTRAL] 192.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it is not good unless patient plan. May I know the patient's plan?
[AGENT][NEUTRAL] It is a secondary gap policy.
[CUSTOMER][NEUTRAL] It is a secondary gap.
[CUSTOMER][NEUTRAL] OK, thank you. Can I get the call reference?
[AGENT][NEUTRAL] Call reference number is my name and today's date. I spell my name [PII]
[CUSTOMER][NEUTRAL] Call reference number my name is [PII].
[CUSTOMER][NEUTRAL] Spell my name [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] First initial last name, [PII].
[CUSTOMER][NEUTRAL] First initial last name, [PII].
[AGENT][POSITIVE] And it was a pleasure to assist you with that claim status. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] that anything.
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] And thank you for calling APL. You have a wonderful day.
[CUSTOMER][POSITIVE] Thank you for calling. You have a wonderful day. Have a wonderful day.
[AGENT][NEUTRAL] Bye-bye.