AccountId: 011433970860
ContactId: 5d07aa44-4eaa-4f5a-9504-f6144baf5aa8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216850 ms
Total Talk Time (AGENT): 90181 ms
Total Talk Time (CUSTOMER): 85524 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/5d07aa44-4eaa-4f5a-9504-f6144baf5aa8_20250312T16:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office. Before proceeding, I would like to share you this call is recorded for training and quality purpose. Is it OK for you?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can you spell out your name for me, please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] Thank you, [PII].
[AGENT][POSITIVE] No problem. Could I get your name, please? Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII], right? Sure.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm sorry, one more time.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] Thank you. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] 02145415. Mike Lima number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify. Mhm.
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Click on
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. And are you verifying benefits or do you need the status of a claim?
[CUSTOMER][NEUTRAL] Status of the claim.
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Sure. [PII], the total charge $1010.70.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 3511346.
[AGENT][NEUTRAL] And the claim is denied.
[CUSTOMER][NEUTRAL] Sorry, can you repeat it again?
[AGENT][NEUTRAL] Mhm. The claim numbers.
[CUSTOMER][NEUTRAL] 351 1
[AGENT][NEUTRAL] 346.
[CUSTOMER][NEUTRAL] 346. OK.
[AGENT][NEUTRAL] OK. Yes, and the claim is denying um because we need the EOB from the primary insurance company.
[CUSTOMER][NEUTRAL] Sure. Can you provide me the card reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Uh yeah. Can you provide me the fax number?
[AGENT][NEUTRAL] Yes, the fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and please attention it to the claims department.
[CUSTOMER][POSITIVE] Yeah, sure, you be. Have a good day.
[AGENT][NEUTRAL] OK. Is there anything else that I can assist you with [PII]?
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] OK. Thank you again for calling APL. You have a great day as well. Mm bye.
[CUSTOMER][NEUTRAL] Yeah, you too bye.