AccountId: 011433970860
ContactId: 6f69a8b7-00c6-4e47-aa0a-ccb00e0cbd20
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180490 ms
Total Talk Time (AGENT): 52982 ms
Total Talk Time (CUSTOMER): 61018 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/6f69a8b7-00c6-4e47-aa0a-ccb00e0cbd20_20250602T15:04_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on your claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] The callback number [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 024833 consecutive 1.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] So this is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] The tax ID number [PII].
[AGENT][NEUTRAL] Thank you for that. I do show the claim was denied because office visits are not covered under the policy.
[CUSTOMER][NEGATIVE] So as for the patient plan, the service was not covered.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] And that may have the received date and the denied date and the claim number.
[AGENT][NEUTRAL] Claim was received on [PII], claim denied on [PII], and the claim number is 3589414.
[CUSTOMER][POSITIVE] Thank you so much. And uh can you please fax the copy of EOB?
[AGENT][NEUTRAL] OK, and what's that fax number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[AGENT][NEUTRAL] And to who's attention?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Oh, [PII].
[AGENT][POSITIVE] Alright, you should receive that EOB within the next 15 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Yes, can you please spell out your name?
[AGENT][NEUTRAL] It's [PII] Last [PII].
[CUSTOMER][NEUTRAL] And also may I have a call reference number?
[AGENT][NEUTRAL] Reference is just my name and today's date and time.
[CUSTOMER][NEUTRAL] So for this denial, can we build the patient?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] Thank you so much and that's all for today. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.