AccountId: 011433970860
ContactId: 6d093c7c-d68a-4fd0-9014-0a74af04afcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210839 ms
Total Talk Time (AGENT): 80380 ms
Total Talk Time (CUSTOMER): 69781 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/2025/03/13/6d093c7c-d68a-4fd0-9014-0a74af04afcc_20250313T18:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and I am calling to check claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check claim status for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] That number is 02545402.
[AGENT][NEUTRAL] All right, thank you for that. And do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] Uh yes, it is [PII], and it's a direct line.
[AGENT][POSITIVE] All right, thank you so much. And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] Date of service was [PII].
[AGENT][NEUTRAL] OK. And then the build out.
[CUSTOMER][NEUTRAL] Uh, $10,272 even.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] OK, thank you for your patience on this.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] So it looks like we did receive a claim for the state of service, claim was received on [PII].
[AGENT][NEGATIVE] The claim was denied. It looks like the benefit maximum for this state of service had already been met.
[CUSTOMER][NEUTRAL] OK, um, do you have a claim number?
[AGENT][NEUTRAL] Absolutely, that would be 352.
[AGENT][NEUTRAL] 9375.
[CUSTOMER][NEUTRAL] All right, and did it, uh, the denial date?
[AGENT][NEUTRAL] That was on [PII].
[CUSTOMER][NEUTRAL] OK, um, and do you happen to have an explanation of benefits that you could either fax to me or.
[AGENT][POSITIVE] Mhm, yeah, I can definitely, I can fax it to you for sure.
[CUSTOMER][NEUTRAL] Mail email.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What is your fax number, [PII]?
[CUSTOMER][NEUTRAL] Fax number is [PII].
[AGENT][NEUTRAL] Just to confirm, I have [PII] and then [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Alright, I'm sending that now, so give it about 5 minutes to come through on your side.
[CUSTOMER][POSITIVE] Got it. All right, wonderful. And if I can get a reference number for today?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with my last initial and then today's date. My name again is [PII], that's [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] All right well thank you very much I appreciate your help.
[AGENT][POSITIVE] You're very welcome. Thanks for calling APL have a great day.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye-bye.