AccountId: 011433970860
ContactId: 6ee24255-3e35-4bc9-81ca-a08b46fe983d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 256559 ms
Total Talk Time (AGENT): 65319 ms
Total Talk Time (CUSTOMER): 79518 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/6ee24255-3e35-4bc9-81ca-a08b46fe983d_20250502T20:25_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from West Ham the billing office, and how are you doing today?
[AGENT][POSITIVE] Good how are you?
[CUSTOMER][POSITIVE] I'm doing good, thank you very much for asking.
[AGENT][NEUTRAL] OK, are you needing to check claim status or?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] The policy number of the patient.
[CUSTOMER][NEUTRAL] you don't mind
[CUSTOMER][NEUTRAL] I'm sorry, you don't mind, can you please spell your name?
[AGENT][NEUTRAL] [PII], it's [PII]
[CUSTOMER][NEUTRAL] Thank you very much. And I also like to inform you that this call is being recorded for quality and training purpose. Would you like us to the recording?
[AGENT][NEUTRAL] Uh, can I have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, it's 019.
[CUSTOMER][NEUTRAL] 75798 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, that's.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, it looks like this policy terminated [PII]. Let me see if there is an active policy on file.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I've got a different policy on file. What was the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] for the bill amount of $241 even.
[AGENT][NEUTRAL] I was received on [PII].
[AGENT][NEUTRAL] 03 19225.
[AGENT][NEGATIVE] And that was denied for office visits are not covered under the policy.
[CUSTOMER][POSITIVE] Thank you very much. May I know uh the claim number?
[AGENT][NEUTRAL] My number is 03577837.
[CUSTOMER][NEUTRAL] May I know is there any check number or nonpayment number?
[AGENT][NEUTRAL] No, just the claim number.
[CUSTOMER][NEUTRAL] OK, is it 03577837, is that correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you very much and may I know, can we be member for the services?
[AGENT][NEUTRAL] Uh, we can't determine patient responsibility. It's a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] But uh it won't cover the office visit that's right.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK, thank you very much. May I know, can you please fax the UB?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll get that faxed over. It just takes about 5 minutes.
[CUSTOMER][NEUTRAL] 5 minutes, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you very much and attention to my name.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. Can I get the call reference number?
[AGENT][NEUTRAL] Just my name is [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you very much have a good day.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.