AccountId: 011433970860
ContactId: 5ce64c20-c6f4-48ac-9f13-32363b38c76f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159039 ms
Total Talk Time (AGENT): 82935 ms
Total Talk Time (CUSTOMER): 80361 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/5ce64c20-c6f4-48ac-9f13-32363b38c76f_20250227T19:56_UTC.wav
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[AGENT][NEUTRAL] My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from [PII] from Internal Medicine Associates.
[CUSTOMER][NEUTRAL] And I was calling.
[AGENT][POSITIVE] Yes, [PII], how can I help you?
[CUSTOMER][NEUTRAL] I was wanting to see if I could get claim status on a claim, please.
[AGENT][NEUTRAL] I can help with the claim status. [PII], what's that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 02341054
[AGENT][NEUTRAL] Thank you. And then a patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], I think it's [PII] Date of birth is [PII].
[AGENT][POSITIVE] Thank you very much. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] and that's extension [PII].
[AGENT][NEUTRAL] OK, thank you very much. I'm just looking now. And what is the data service that we have for um.
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEGATIVE] Oh sorry.
[AGENT][NEUTRAL] Yeah, yeah, the data service.
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] And the total amount of the claim was 238.
[AGENT][POSITIVE] I appreciate that. Thank you.
[CUSTOMER][NEUTRAL] You got one for 2123, yes.
[AGENT][NEUTRAL] OK. He, the claim number for this is 35.
[CUSTOMER][NEUTRAL] I understand.
[AGENT][NEUTRAL] 499976.
[AGENT][NEUTRAL] And it looks like we received the claim on um excuse me just a moment please. It looks like we received the claim.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] On the [PII] and process it on the [PII]. Now this policy doesn't cover the office visit, so it, it was denied because office visits are not covered under this policy. Um, did you not get the, I guess you're guessing you didn't get a copy of the EOB?
[CUSTOMER][POSITIVE] Yes, yes, you will.
[CUSTOMER][NEUTRAL] I don't, I don't
[CUSTOMER][NEUTRAL] I did not. You sure can. I would appreciate that. 864-255.
[AGENT][NEUTRAL] OK, can I fax that to you?
[AGENT][NEUTRAL] Sure. What's your fax number?
[CUSTOMER][NEUTRAL] [PII] 1.
[AGENT][NEUTRAL] OK, let me go ahead and fax you a copy of that, but as I mentioned before, it is denied because there's no office visit. Now, is there anything else that we can look up besides?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, nope, uh, I think that was it, but let me double check real quick.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Yep, that looks like that's the only one I have.
[AGENT][POSITIVE] OK, I'll put in a request to have this faxed to you and uh once you get that, if you have any questions, just let us know. Otherwise, thank you for contacting APL. I hope you have a very good afternoon. Thank you for calling us.
[CUSTOMER][NEUTRAL] Mhm.