AccountId: 011433970860
ContactId: 633c804e-3ed2-4c82-9817-8d68106fd560
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158339 ms
Total Talk Time (AGENT): 54059 ms
Total Talk Time (CUSTOMER): 61346 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/633c804e-3ed2-4c82-9817-8d68106fd560_20250403T19:29_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII], and I was trying to check on the status of a claim please.
[AGENT][NEUTRAL] OK. Do you have a callback number I can get in case we get disconnected, I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do you have their policy number?
[CUSTOMER][NEUTRAL] 02440115
[AGENT][NEUTRAL] Thank you, Miss [PII]. Hold on one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, Ms. [PII]. And you wanted claim status?
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. What was that procedure code?
[CUSTOMER][NEUTRAL] Um, it was 22,
[CUSTOMER][NEUTRAL] CPT codes on here 99214 and G 221.
[AGENT][NEGATIVE] OK, those are not covered services by the policy. They both were denied.
[CUSTOMER][NEUTRAL] [PII] is it?
[AGENT][NEUTRAL] Office visits are not covered?
[CUSTOMER][NEUTRAL] Oh, OK, is there any way I could get a copy of that EOB faxed to me?
[AGENT][NEUTRAL] Yes, ma'am. I can fax it to you. What's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, I'll fax that to you. Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Um, do you have a reference number for our call today?
[AGENT][NEUTRAL] We do not, I'm sorry, we do not have reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] All right, and should I get that fax today?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] Alright [PII], thank you so much for your time and help. I appreciate it.
[AGENT][POSITIVE] You're welcome. Thank you, Ms. [PII], for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] Thank you. Bye bye.