AccountId: 011433970860
ContactId: 5ca3b32f-764d-4499-bd58-549f4d4b6204
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180100 ms
Total Talk Time (AGENT): 71198 ms
Total Talk Time (CUSTOMER): 42542 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/5ca3b32f-764d-4499-bd58-549f4d4b6204_20250106T19:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I have an outstanding claim on a patient, uh, that's dating back from July and I'm just seeing where we're standing on that.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, what is your callback number where you're disconnected please [PII]?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please?
[CUSTOMER][NEUTRAL] I have 614-886.
[AGENT][NEUTRAL] OK, and to repeat I have that as 614886. 1 moment.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. And verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you so much and you're calling to follow up on the claim one moment.
[AGENT][NEUTRAL] OK, and if you would just provide that date of service and the total charge amount please.
[CUSTOMER][NEUTRAL] I have [PII] and the total amount was $10,594.
[AGENT][NEUTRAL] I'm so sorry, can you repeat that total amount again?
[CUSTOMER][NEUTRAL] Yeah, 10,594.
[AGENT][NEUTRAL] 24, OK.
[AGENT][NEUTRAL] [PII].
[AGENT][POSITIVE] Almost done, thank you.
[CUSTOMER][NEUTRAL] You're fine.
[AGENT][NEUTRAL] OK, I believe I have it here.
[AGENT][NEUTRAL] OK, we received the claim and the charges were denied. um, the procedures are not covered by the policy, and if you would like, um, I can fax over the EOB for you or to you.
[CUSTOMER][POSITIVE] Yeah, that's perfect. Yes.
[AGENT][NEUTRAL] OK, what is your fax number please?
[CUSTOMER][NEUTRAL] Um, it is [PII].
[AGENT][NEUTRAL] OK, and let me just repeat that to confirm. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, that's your fax number. OK, I will get that faxed over to you and again we did receive the claim it was denied due to services not covered per the policy, and I get this faxed over to you. Anything else I can help you with, please, [PII]?
[CUSTOMER][POSITIVE] That's it, thank you.
[AGENT][POSITIVE] Thank you for calling ATL. Take care bye.
[CUSTOMER][NEUTRAL] Bye.