AccountId: 011433970860
ContactId: 6c65c4be-aabc-46f1-a199-f70b7beee14e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210279 ms
Total Talk Time (AGENT): 67208 ms
Total Talk Time (CUSTOMER): 75394 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/05/6c65c4be-aabc-46f1-a199-f70b7beee14e_20250205T16:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling you from provider office and I'm looking for the claim status.
[AGENT][POSITIVE] All right then. I'm happy to check a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The policy number I have, it is 421.
[CUSTOMER][NEUTRAL] 355.
[AGENT][NEUTRAL] All right. Let me pull that up here. One moment.
[CUSTOMER][POSITIVE] All right. Take your time.
[CUSTOMER][NEUTRAL] Your name is [PII]. Can you please spell out so I can write it for the documentation purpose?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][POSITIVE] Perfect, sir. Thank you so much.
[AGENT][NEUTRAL] You're welcome may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Patient name is [PII].
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] Thank you. And what's the date of service?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] In the build amount?
[CUSTOMER][NEUTRAL] $344.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] So we received a claim on [PII].
[AGENT][NEUTRAL] Uh, the claim was denied benefits listed are not covered.
[CUSTOMER][NEUTRAL] All right. This is not covered service, not a problem. Can you please tell me what's the claim number?
[AGENT][NEUTRAL] Claim number is 3555981.
[CUSTOMER][NEUTRAL] 355-5981. I got it right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] All right. And sir, uh, could you please send me the UB for this one?
[AGENT][POSITIVE] Absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] [PII], is that correct?
[CUSTOMER][POSITIVE] Perfect. And please put attention on my name, OK?
[AGENT][NEUTRAL] OK, that's coming your way. It should be there in about 5 minutes.
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII], for providing me this information and sending me, you, what's the reference number for our call?
[AGENT][NEUTRAL] Call reference is my name with my last initial than today's date. My name again is [PII]. My last initial is [PII] as [PII], and then today's date.
[CUSTOMER][POSITIVE] Perfect, [PII]. Thank you so much for giving me all the information and assisting me today. Bye for now. You have a great day and stay safe. Bye-bye.
[AGENT][NEUTRAL] You, you too. Bye-bye, [PII].