AccountId: 011433970860
ContactId: 71759115-9ddf-458e-ac84-c93b5f0be9ce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175600 ms
Total Talk Time (AGENT): 56254 ms
Total Talk Time (CUSTOMER): 72587 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/71759115-9ddf-458e-ac84-c93b5f0be9ce_20250225T17:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling American Public Life. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Good afternoon. My name is [PII]. I'm calling from provider's Office First Choice Neurology to check the status of a medical claim for one of our patients.
[AGENT][NEUTRAL] And [PII], may I please have a callback number?
[CUSTOMER][NEUTRAL] Area code [PII].
[AGENT][NEUTRAL] And may I have the policy number?
[CUSTOMER][NEUTRAL] 01892835 the letter M for Mary, L for Larry, number 8.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And you're calling in for status of claim. May I please have the date of service and total bill?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII] $730.
[CUSTOMER][NEUTRAL] Patient advise us to submit the United EOB to secondary.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] OK, and I'm pulling that information up for you now.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So for the claim, it does show that we received it on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] That claim number is 354.
[AGENT][NEUTRAL] 959 8. It shows the claim processed and denied that office visits are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] OK. Office visits.
[CUSTOMER][NEGATIVE] Not covered.
[CUSTOMER][NEUTRAL] Under member's plan. Um, would you be kind enough to provide me a reference number for today or is it just your name and today's date?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It's just my name in today's date.
[CUSTOMER][POSITIVE] Thank you so much. I appreciate your assistance.
[AGENT][POSITIVE] You're welcome. Thank you so much for calling American Public Life, [PII]. Have a great day.
[CUSTOMER][NEUTRAL] Is it um Tarika?
[AGENT][NEUTRAL] Yes, it's Tarika.
[CUSTOMER][NEUTRAL] Is there a possible way is there a possible way to get a to get a copy of that denial?
[AGENT][NEUTRAL] May I have a fax number?
[CUSTOMER][NEUTRAL] Of course, fax number is area code [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, I will get that EOB submitted over to you. Is there anything else I can assist you with today?
[CUSTOMER][POSITIVE] That was it. Thank you so much. I appreciate your assistance.
[AGENT][POSITIVE] You're welcome. Thank you.
[CUSTOMER][NEUTRAL] Bye bye.