AccountId: 011433970860
ContactId: 5d955878-ea7e-4d7d-a0b4-6429b02208a5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 182020 ms
Total Talk Time (AGENT): 64280 ms
Total Talk Time (CUSTOMER): 61586 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/5d955878-ea7e-4d7d-a0b4-6429b02208a5_20250513T20:15_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm [PII] calling from provider office to take claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you. What's the patient policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, the patient policy number is 02413470. M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, sir, uh, the patient name is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] Thank you for that. And then what's the date of service?
[CUSTOMER][NEUTRAL] Uh, the date of service is on, uh, [PII].
[AGENT][NEUTRAL] And the build amount.
[CUSTOMER][NEUTRAL] It's $2180 even.
[AGENT][POSITIVE] Thank you for that.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for this state of service claim was received on.
[CUSTOMER][NEUTRAL] Uh.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Looks like the claim was denied [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's showing the outpatient benefit for the calendar year had been met.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Uh, may I get the claim number?
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] 8358.
[CUSTOMER][NEUTRAL] OK, got it. Oh, can we, uh, in this case, can we build the patient?
[AGENT][NEUTRAL] We're not able to advise on patient responsibility that would be up to the facility or provider.
[CUSTOMER][NEUTRAL] Oh, OK, got it, uh, [PII], um.
[CUSTOMER][NEUTRAL] Uh, may I get the call reference on this?
[AGENT][NEUTRAL] Call reference is going to be my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK, got it, [PII]. Thank you for assisting me. Have a great day. Bye. Take care.
[AGENT][NEUTRAL] Right.