AccountId: 011433970860
ContactId: 722370f1-e220-461f-9646-bba1d98087ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161970 ms
Total Talk Time (AGENT): 73349 ms
Total Talk Time (CUSTOMER): 68341 ms
Interruptions: 1
Overall Sentiment: AGENT=1, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/722370f1-e220-461f-9646-bba1d98087ad_20250314T16:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from Pros office calling for claim status.
[AGENT][NEUTRAL] Sure, I can check on the claim for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] [PII]. Can you spell your name, please?
[AGENT][NEUTRAL] Sure, it's [PII]
[CUSTOMER][NEUTRAL] OK, [PII].
[AGENT][NEUTRAL] Yes, and then, uh, did you have that policy number? Uh-huh.
[CUSTOMER][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] Yes, it's 025.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 520
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima, 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] Name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that, [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII] or [PII].
[CUSTOMER][NEUTRAL] Total bill.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] $10,0032.
[AGENT][NEUTRAL] 1,032 even.
[CUSTOMER][NEUTRAL] Yes, even.
[AGENT][NEUTRAL] OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Yes, sure.
[AGENT][NEUTRAL] OK, and just to clarify that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes, yes.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] OK thank
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Uh, what was the name of the provider's office this was with [PII]?
[CUSTOMER][NEUTRAL] It's Vital MD Group Holdings LLC.
[AGENT][NEUTRAL] Got it, thank you. OK, so we did receive this claim, uh, we were unable to pay a benefit as the services are not covered when performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, this as per the patient plan?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. So under this policy, the patient, this is not covered when performing doctor's office or physician, right?
[AGENT][POSITIVE] That's correct. Yes, the physicians or doctor's office or clinic.
[CUSTOMER][POSITIVE] OK, thank you. Mhm. OK, thank you so much for the can you put quence for this?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Sure, uh, reference number would just be my first name, last initial, and today's date. Uh, so my last initial is [PII] Uh did you need that claim number or anything, [PII]?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] A
[CUSTOMER][NEUTRAL] Uh, can you provide me that?
[AGENT][NEUTRAL] Of course, that is 35.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] 679974.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a nice day. Bye-bye.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Was there anything else I can help you with [PII]?
[CUSTOMER][POSITIVE] No, that's it for it. Thank you.
[AGENT][POSITIVE] OK, of course, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] OK, of course.