AccountId: 011433970860
ContactId: 6f878e4f-82e9-442c-aec0-af9a9efc91fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 231039 ms
Total Talk Time (AGENT): 68175 ms
Total Talk Time (CUSTOMER): 55323 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/6f878e4f-82e9-442c-aec0-af9a9efc91fc_20250529T20:25_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, yes, I'm trying to show the status of a medical claim, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. May I please get your name and your call back number?
[CUSTOMER][NEUTRAL] Uh, my name is [PII] [PII]. That's a direct line. I'm calling from Georgia Heart Institute.
[AGENT][NEUTRAL] OK, thank you, Ms. [PII]. What is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh first name is [PII], last name is [PII] 92,460, policy number is 02203774.
[AGENT][NEUTRAL] OK, let me look up that policy.
[AGENT][NEUTRAL] OK and then what is the date of service please and the charge amount?
[CUSTOMER][NEUTRAL] We've got [PII] of $25 for $19.
[AGENT][NEUTRAL] OK, and the uh charge amount after the primary paid their part?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Uh, we have $2.20 left after their after their Blue Cross. I mean the the the yeah, the, the claim was $19. We have $2.20 left.
[AGENT][NEUTRAL] OK, all right.
[AGENT][POSITIVE] OK, thank you so much. Ms. [PII], I'm gonna put you on a quick hold while I look up this claim for you and I'll be right back, ma'am.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you, Ms. [PII] for holding for me. So I did find the claim, the claim number is 359.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 6296.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim was denied because it's non-covered if performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, and do you have a reference number?
[AGENT][NEUTRAL] Yes ma'am, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, great, thank you so much.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] Yes, that was it thank you.
[AGENT][POSITIVE] You're welcome. Have a great day and thank you for calling APL.
[CUSTOMER][POSITIVE] Thanks bye.