AccountId: 011433970860
ContactId: 6ada4de2-7158-4905-ab91-ab59a68078c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221800 ms
Total Talk Time (AGENT): 103072 ms
Total Talk Time (CUSTOMER): 40579 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/6ada4de2-7158-4905-ab91-ab59a68078c4_20250307T13:05_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] with LabCorp, and I'm calling on a line that may be recorded for quality and training purposes, and I'm trying to see if you guys received a patient claim we submitted.
[AGENT][NEUTRAL] OK, [PII], you're wanting to check for claim status, is that correct?
[CUSTOMER][NEUTRAL] Uh-huh, yeah.
[AGENT][POSITIVE] Yes ma'am, I, I can help you with that. [PII], what is a good call back number for you please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02450114
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] And Mar any information?
[AGENT][NEUTRAL] That I provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her please?
[CUSTOMER][NEUTRAL] [PII] and $478.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you did say [PII], is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so I do see that the claim was received for this member. The claim was received on [PII].
[AGENT][NEUTRAL] And it was processed and denied on [PII].
[AGENT][NEUTRAL] The claim number is 3526642.
[AGENT][NEUTRAL] And one moment on the denial remarks.
[AGENT][NEUTRAL] It says receipt of the reference claim is acknowledged, however, in order for us to process this claim, we need the explanation of benefits that matches the claim's information.
[CUSTOMER][NEUTRAL] Alright thank you and if I could just get the first initial of your last name and if there is a reference number for our call today?
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yes, May, uh, you will actually use my name along with today's date. The first initial of my last name is [PII], and May, once we've received um this information or if you need a copy of this explanation of benefits, you can actually print that from our portal by going to [PII].
[CUSTOMER][POSITIVE] All right thank you so much you have a good day.
[AGENT][POSITIVE] Well, you are, yes ma'am, you too, if that is all I can help you with, thank you again for calling ATL and I hope you have a great weekend as well.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Uh-huh. Bye bye.