AccountId: 011433970860
ContactId: 62688c43-8962-4faf-8273-2010807d32cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148179 ms
Total Talk Time (AGENT): 35096 ms
Total Talk Time (CUSTOMER): 38029 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/15/62688c43-8962-4faf-8273-2010807d32cc_20250515T15:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from the provider's office to check the status of a claim.
[AGENT][NEUTRAL] OK, yeah, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is.
[CUSTOMER][NEUTRAL] 02011238.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII].
[AGENT][NEUTRAL] Data service and build charges.
[CUSTOMER][NEUTRAL] [PII], total amount $132.05.
[AGENT][NEUTRAL] Uh, it was received 4-28-25, process [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, this is not a covered loss under the plan, not a covered service under this policy.
[CUSTOMER][NEUTRAL] And the member's policy?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] So, can you build the patient?
[AGENT][NEUTRAL] Um, this is a secondary policy, so we can't instruct you on how to bill the patient.
[CUSTOMER][NEUTRAL] May I know why is it not covered under member's policy?
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Mm, OK, thank you. And help me with the call reference number.
[AGENT][NEUTRAL] That's my name is [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much and no more concerns. Thanks for your assistance.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Bye-bye.