AccountId: 011433970860
ContactId: 6a106725-bd5d-48a6-822c-f98e89cecf82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 263720 ms
Total Talk Time (AGENT): 62325 ms
Total Talk Time (CUSTOMER): 62799 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/6a106725-bd5d-48a6-822c-f98e89cecf82_20250314T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling you from provider's office. Could you please help me with the status of the claim?
[AGENT][NEUTRAL] Sure, I could check in a claim for you. I'm sorry, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, uh, can I get a good call back number from you, [PII], in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number was 01905629.
[AGENT][NEUTRAL] And what was the name and date of birth for the uh patient, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth was [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] Yeah, the date of service was [PII].
[CUSTOMER][NEUTRAL] Total charge amount, $222 even.
[AGENT][NEUTRAL] OK, thank you. One moment, please.
[AGENT][NEUTRAL] Was this through, uh, Omni Medical Group?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] So, is the patient's responsibility?
[AGENT][NEUTRAL] We do not say what this patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] You said office visits are not covered under the patient's policy, so.
[CUSTOMER][NEUTRAL] Is this patient's responsibility or we can send you any corrected claim?
[AGENT][NEGATIVE] We are unable to pay a benefit as it's not covered under their policy. We do not say what is patient responsibility, that would be up to the provider.
[CUSTOMER][NEUTRAL] OK. And may I know your good name? Could you please spell out for me?
[AGENT][NEUTRAL] Yes, my name is spelled [PII]
[CUSTOMER][NEUTRAL] Yeah, thank you. And may I know the call reference number?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date. So my last initial is A. Was there anything else I could help you with, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No, thank you for your assistance. Have a nice day. Bye-bye. Bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.