AccountId: 011433970860
ContactId: 63e37be7-71e3-4590-9947-011b140af5f5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166279 ms
Total Talk Time (AGENT): 34521 ms
Total Talk Time (CUSTOMER): 103797 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/63e37be7-71e3-4590-9947-011b140af5f5_20250611T18:50_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Good afternoon [PII]. My name is [PII]. I'm calling from a provider's office regarding claim status for one of our patients. How are you?
[AGENT][POSITIVE] I'm good how are you?
[CUSTOMER][POSITIVE] I'm doing great thank you.
[AGENT][POSITIVE] I'd be happy to assist with claim status today callers if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Of course, um, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, policy number, it, it's, let's see.
[CUSTOMER][NEUTRAL] I have 023-293-91 and then M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] First name is [PII], last name [PII]. Her date of birth is [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, bear with me. I thought that, um, let's see, let me look into her, um, insurance card.
[CUSTOMER][NEUTRAL] Let's see what we have. OK, so I have individual group number, payer ID.
[CUSTOMER][NEUTRAL] I have the outpatient benefit start number, which is that particular number I gave you. Um, I don't see the policy number on the card. I have the group number, payer ID, um, but I do not see the policy number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can I have this um outpatient er number again please?
[CUSTOMER][NEUTRAL] Yes, 023.
[CUSTOMER][NEUTRAL] 293-91.
[CUSTOMER][NEUTRAL] M as in Mary, L as in Larry, number 8.
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] Um, I have date of service. Let's see.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim was denied because office visits are not covered under the policy.
[CUSTOMER][POSITIVE] You're very welcome.
[CUSTOMER][POSITIVE] Oh, OK, got it. So office visits are not covered perfect. I also had another date of service but it's for the same reason it's another office visit with diagnostic testing. OK, perfect. We will go ahead and bill the patient. Um, thank you so much for the information. If I can get a reference call for our call today.
[AGENT][NEUTRAL] Reference is just my name [PII], last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] They stay beautiful, mm that's it for today. Thanks again. You take care now.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] You too thanks bye bye.