AccountId: 011433970860
ContactId: 66ed3e14-b9f5-4624-a427-9ed929e950dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 525510 ms
Total Talk Time (AGENT): 177062 ms
Total Talk Time (CUSTOMER): 91142 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/66ed3e14-b9f5-4624-a427-9ed929e950dd_20250612T14:19_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry, sorry. Your voice is not audible.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. This is uh calling from NYU Lang One Hospital to check on your claim status.
[AGENT][NEUTRAL] What is your name?
[CUSTOMER][NEUTRAL] [PII], and the initial is [PII].
[AGENT][NEUTRAL] OK, [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] What is the policy number?
[CUSTOMER][NEUTRAL] 01939413 M as in Mike, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you and to repeat and confirm I have that as 01939413 ML 8.
[CUSTOMER][POSITIVE] Yeah, last 8 years, correct.
[AGENT][NEUTRAL] Thank you verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and you're calling for claim status. I can assist you with this. What is the date of service and the total charge amount, please?
[CUSTOMER][NEUTRAL] [PII] and the bill amount $209 2009 dollars even.
[AGENT][NEUTRAL] OK, that was [PII] for $2009 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] I do not show that we have received this claim and let me also update you on the eligibility. This claim, excuse me, this policy termed as of [PII].
[AGENT][NEUTRAL] And no claim is on file.
[AGENT][NEUTRAL] Let me check to see if there's an active policy. One moment.
[AGENT][NEUTRAL] OK, let me provide you with the correct policy number when you are ready.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] 02538101 ML 8.
[CUSTOMER][NEUTRAL] So hello.
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello. Yeah.
[CUSTOMER][NEUTRAL] Can you repeat again?
[AGENT][NEUTRAL] OK, did you get
[AGENT][NEUTRAL] OK, the current policy number is 02.
[CUSTOMER][NEGATIVE] Yeah, your voice is not audible.
[AGENT][NEUTRAL] I'm sorry, um, there's some noise in your background.
[AGENT][NEUTRAL] Um, but let me repeat that policy number for you again.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 0253.
[AGENT][NEUTRAL] 8101 ML8.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment, let me check for that date of service.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] May I place you on hold, please, Will?
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for your patience.
[AGENT][NEGATIVE] The claim was received and denied.
[CUSTOMER][NEUTRAL] Yeah, when it was received?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim was received on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it denied [PII].
[CUSTOMER][NEUTRAL] OK. Uh, reason for denying the.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] One moment for procedure code 99204, office visits are not covered by the policy. The patient's policy does not cover office visits.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And for the other two remaining codes, procedure codes.
[AGENT][NEUTRAL] Services not covered when performed inside a doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I get the claim number for this one?
[AGENT][NEUTRAL] Of course. 3604286.
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Sorry, sir, your voice is uh a little bit.
[CUSTOMER][MIXED] Nice. There is no proper voice.
[AGENT][NEUTRAL] The claim number is 3604.
[CUSTOMER][NEUTRAL] Can you repeat again?
[AGENT][NEUTRAL] 3604286.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, 3604286 after that.
[AGENT][NEUTRAL] Yes. Are you there?
[AGENT][POSITIVE] That is correct, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Usually I come in town, sorry.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] And also, hello, yes, hi. You can also check claim status by visiting our secure website at [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, can you repeat once, once again the claim number?
[CUSTOMER][NEGATIVE] Because of I'm not hearing properly.
[AGENT][NEUTRAL] 36
[AGENT][NEUTRAL] 3604286
[CUSTOMER][NEUTRAL] And the call reference for this one?
[AGENT][NEUTRAL] My name [PII] last initial [PII] and in today's date. Anything else I can assist you with, Will?
[CUSTOMER][POSITIVE] OK, that's enough. Thank you.
[AGENT][POSITIVE] Thank you for calling ATL. Take care bye.
[CUSTOMER][NEUTRAL] OK.