AccountId: 011433970860
ContactId: 70c950e2-254b-4d62-813b-8edbe186fac9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223330 ms
Total Talk Time (AGENT): 84970 ms
Total Talk Time (CUSTOMER): 71373 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/70c950e2-254b-4d62-813b-8edbe186fac9_20250206T15:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider of looking for claims status.
[AGENT][NEUTRAL] Um, yes, sir. I can assist you with claim status. First, I'll need your name again and a good callback number.
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. It's spelled as [PII], and my callback number [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yeah, it is 02465342 M as in Mike, L as in Lima, number 7.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Which name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. And now, could I get the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. Total charge $459 even.
[AGENT][NEUTRAL] OK. Yes, sir. We did receive that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 3548.
[AGENT][NEUTRAL] 320.
[AGENT][NEUTRAL] And this claim
[CUSTOMER][NEUTRAL] 354
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sorry. Can you please repeat the claim number again? Sorry about that.
[AGENT][NEUTRAL] Yes, it is 354.
[AGENT][NEUTRAL] 8320.
[AGENT][NEUTRAL] OK. And this claim denied because office visits are not covered under the policy.
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yeah, uh, yeah, obviously details are not good under the policy. And what, uh, can I know the policy details?
[AGENT][NEUTRAL] Please repeat the question.
[CUSTOMER][NEUTRAL] Yeah, can I know the policy is, yeah, patient, which plan patient is having?
[CUSTOMER][NEUTRAL] Plant details.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Yeah, this is Medlink M E D L I N K.
[AGENT][NEUTRAL] This is a supplement plan to the primary.
[CUSTOMER][NEUTRAL] It is an HMO or PPU?
[AGENT][NEUTRAL] It's not a HMO or PPO.
[AGENT][NEUTRAL] It's a supplement plan. Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And can I have this EOB to fax number?
[AGENT][NEUTRAL] Yes, what's your fax number, please?
[CUSTOMER][NEUTRAL] It is 248.
[CUSTOMER][NEUTRAL] 233-2452.
[AGENT][NEUTRAL] OK, so that's attention, Veron um [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yes, correct.
[AGENT][NEUTRAL] OK. You should receive it in about 10 minutes. I just sent the ELB. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Yeah, no, thank you for asking. And can you, if you don't mind, can you please spell your name once again?
[AGENT][NEUTRAL] Yes, my name is [PII]. It's spelled [PII] and my last initial is [PII] and my name in today's date is your reference number.
[CUSTOMER][POSITIVE] Yeah, thank you, thank you so much for the information provided. Have a great day. Bye for now.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. bye.
[CUSTOMER][NEUTRAL] Bye.