AccountId: 011433970860
ContactId: 68f8b82a-92c6-4638-bb27-197be39860de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 666020 ms
Total Talk Time (AGENT): 126400 ms
Total Talk Time (CUSTOMER): 125050 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/68f8b82a-92c6-4638-bb27-197be39860de_20250625T17:47_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] calling on behalf of the provider's office checking on claims.
[AGENT][NEUTRAL] OK. You said your name was [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Spell it one more time, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do, just a moment.
[CUSTOMER][NEUTRAL] It is 0240890 M as in Mary, L as in Lima, 8.
[AGENT][NEUTRAL] Thank you. Hold on one moment, please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] This one I do have uh it's [PII].
[AGENT][NEUTRAL] OK. Hold on just a moment. What was that policy number again?
[CUSTOMER][NEUTRAL] 02408940 M as in Mary L as in Lima 8.
[AGENT][NEUTRAL] OK, I apologize. I missed a number in there. And what was the patient's name?
[CUSTOMER][NEUTRAL] Patient's name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, [PII].
[AGENT][NEUTRAL] And you were calling for claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] State of service for this one I do have [PII] for $24445.28. 24528.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, the correct policy number for this claim is 02.
[AGENT][NEUTRAL] 54.
[AGENT][NEUTRAL] 942 1.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEGATIVE] We did get that claim in, it was denied. Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, just a moment.
[CUSTOMER][NEUTRAL] Do you have a claim number?
[AGENT][NEUTRAL] 359-695-3
[CUSTOMER][NEUTRAL] And when it was denied and received?
[AGENT][NEUTRAL] It was received [PII] 25.
[AGENT][NEUTRAL] It was denied 5225.
[CUSTOMER][NEUTRAL] Could you please be able to fax me this UB?
[AGENT][NEUTRAL] What's the fax number?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you.
[CUSTOMER][NEUTRAL] And how much time will it take to get seated?
[AGENT][NEUTRAL] About 10 minutes.
[CUSTOMER][POSITIVE] That would be great.
[CUSTOMER][NEUTRAL] Uh sorry, can I get your name one more time, please?
[AGENT][NEUTRAL] My name is [PII] A.
[CUSTOMER][NEUTRAL] [PII], do you have any particular reference number for this patient, or we can use this in your name or date of birth date of today's.
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name and today's date.
[CUSTOMER][NEUTRAL] And what's the last uh last name first initial?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Can we, uh, after that we can move on to the next patient? I do have one more.
[AGENT][NEUTRAL] OK, you just have one more?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that one more. Hold on one moment.
[CUSTOMER][POSITIVE] Thank you very much.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Hold on one moment, I'm trying to fax this EOB to you.
[CUSTOMER][POSITIVE] Not an issue. Take your time.
[AGENT][NEUTRAL] OK, what's the next policy number?
[CUSTOMER][NEUTRAL] Sorry, uh, the next one I do have is 014.
[CUSTOMER][NEUTRAL] 80322.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] On this one it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And data service.
[CUSTOMER][NEUTRAL] OK, uh, for this one I do have that is [PII].
[AGENT][NEUTRAL] And what's the build amount?
[CUSTOMER][NEUTRAL] $149.34.
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, um, just a moment, um, just need the claim number for this one as well.
[AGENT][NEUTRAL] 3596493
[CUSTOMER][NEUTRAL] And when it was denied and received?
[AGENT][NEUTRAL] For
[AGENT][NEUTRAL] It was received [PII].
[AGENT][NEUTRAL] And it was denied 5 125.
[AGENT][NEUTRAL] Claim number is 359.
[CUSTOMER][NEUTRAL] Alright, could you please fax.
[AGENT][NEUTRAL] 649-3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Thank you, [PII]. Could you please fax me this one as well?
[AGENT][POSITIVE] Yes, I will fax it to you.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else you was needing on this one?
[CUSTOMER][NEGATIVE] Um, no thanks, that's all.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] You too bye bye thank you.
[AGENT][NEUTRAL] Bye