AccountId: 011433970860
ContactId: 5b94b9bc-900d-4724-8b80-f857cc813b11
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 222149 ms
Total Talk Time (AGENT): 96748 ms
Total Talk Time (CUSTOMER): 71259 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/5b94b9bc-900d-4724-8b80-f857cc813b11_20250217T13:47_UTC.wav
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[AGENT][POSITIVE] Good Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, hi [PII]. Good morning. My name is [PII] and last ammunition for Nancy. I'm calling from provider's office regarding claim status.
[AGENT][POSITIVE] All right, [PII], it would be my pleasure to assist you. And what is a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] Yeah, sure. It's 02473478 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] Thank you, [PII], and the patient's name and date of birth, please, sir?
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] All right, thank you. I do have that policy pulled up. How can I help you today?
[CUSTOMER][NEUTRAL] I need a general claim status of this claim.
[AGENT][NEUTRAL] I can help you with that and what is that data service please sir?
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge $542 even.
[AGENT][POSITIVE] Thank you, [PII]. I can help you with that claim status. What is the facility name, please?
[CUSTOMER][NEUTRAL] Gastro Health LLC.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] [PII], we did receive that claim on [PII].
[AGENT][NEUTRAL] Claim was processed on [PII] and denied as office visits are not covered per the policy guidelines.
[CUSTOMER][NEUTRAL] OK, may I know the claim number?
[AGENT][NEUTRAL] Claim number is 3546292.
[CUSTOMER][NEUTRAL] Yeah, one second.
[CUSTOMER][NEUTRAL] Uh, just give me a moment.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm, can you please send any of it through fax?
[AGENT][NEUTRAL] EOBs are obtainable on our provider portal at [PII]. That is a self-registration.
[CUSTOMER][NEUTRAL] Um.
[CUSTOMER][NEGATIVE] Yeah, actually I'm trying to check the European portal, but it is showing it is not available.
[AGENT][NEUTRAL] Did you put in the patient's account number?
[CUSTOMER][NEUTRAL] Yeah, sorry, I got it. So the claim number is 35462992, right?
[AGENT][NEUTRAL] That's correct. You do have that EOB available?
[CUSTOMER][POSITIVE] Yeah, I got it. Thank you.
[AGENT][POSITIVE] OK. My pleasure. Anything else I can help you with, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, thanks. And may I know the call reference number?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][POSITIVE] Yeah, thank you, [PII]. Thank you for giving this information. Have a nice day.
[AGENT][POSITIVE] It's been my pleasure to assist you and thank you for calling APL. Hope you have a wonderful nice day as well, [PII].
[CUSTOMER][NEUTRAL] Yeah, bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.