AccountId: 011433970860
ContactId: 6346d625-4963-4c1a-b7b4-ab66fbaa0886
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177770 ms
Total Talk Time (AGENT): 72330 ms
Total Talk Time (CUSTOMER): 46967 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/6346d625-4963-4c1a-b7b4-ab66fbaa0886_20250528T17:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] My name is [PII] with the Monroe County Health Center, and I have a question regarding a bill that never was paid.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] Of course not where I want it to be 02282244.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII], birthday [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service um for the claim and the total bills?
[CUSTOMER][NEUTRAL] March, it's [PII].
[CUSTOMER][NEUTRAL] And it's for.
[CUSTOMER][NEUTRAL] $328.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] I believe I'll located it. Can you verify the name of the provider's office that would be on the claim?
[CUSTOMER][NEUTRAL] Monroe County Health Center.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3299617.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Code 99203 was denied because office visits are not covered on this policy, and code 771046 was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK, is there a call reference for today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII] and my name is [PII].
[CUSTOMER][POSITIVE] All right, thank you very much for your help you have a good afternoon.
[AGENT][NEUTRAL] You also [PII], was there anything else I can help with?
[CUSTOMER][NEUTRAL] No, that should be fine.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great day.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you you too.