AccountId: 011433970860
ContactId: 71c9026b-f5b5-4146-9948-df95ef0381ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216759 ms
Total Talk Time (AGENT): 75769 ms
Total Talk Time (CUSTOMER): 44660 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/71c9026b-f5b5-4146-9948-df95ef0381ff_20250611T20:14_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thanks for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. This is [PII], and I'm calling from Brickwood Medical Center to check for a claim status. This call is being monitored and recorded.
[AGENT][NEUTRAL] OK, I can verify claim status for you and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Excuse me. And what is that policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, sure, the policy number is 02539176.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, callback number is [PII].
[AGENT][POSITIVE] OK, thank you, give me one moment.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yes, her patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK one moment let's see.
[AGENT][NEUTRAL] And what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Oh yes, for the data of service it's [PII] total charge $4,375 even.
[AGENT][POSITIVE] OK, thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] And the name of the provider's office?
[CUSTOMER][NEUTRAL] Yes, it's Brookwood Medical Center.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, I show this claim processed as we are, we are unable to accept assignment of benefits for this claim due to a discrepancy reported to us by the IRS.
[AGENT][NEUTRAL] That is in a combination of the name and taxpayers' identification number on your account. Please visit the IRS website for additional information on how to resolve this issue and stop back up with holdings. Once this has been resolved with the IRS, please send APL a copy of the updated information.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] Yes, it is 355-8635.
[CUSTOMER][NEUTRAL] Thank you, may I have the call reference number?
[AGENT][NEUTRAL] Uh, if you like, you may use my name in today's date.
[CUSTOMER][POSITIVE] OK, thank you very much for your help. You do have a great day and bye for now.
[AGENT][POSITIVE] You too, thanks for calling APO bye.