AccountId: 011433970860
ContactId: 732f0a3a-b511-4da6-964d-049bb01212e5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257399 ms
Total Talk Time (AGENT): 72411 ms
Total Talk Time (CUSTOMER): 89765 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/732f0a3a-b511-4da6-964d-049bb01212e5_20250624T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I was calling with OSU physicians, and I had a couple of claims for a patient. I was needing to see if you guys had on file and get a status on them if I could.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Um, let me see, I have 02388488.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh first name is [PII], uh last name I will spell is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK and what was that data service and bill charges?
[CUSTOMER][NEUTRAL] Um, my first one is for [PII], and it was for $30.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] OK, looks like we received the claim that was on.
[AGENT][NEUTRAL] 7-112024, process 7-182024.
[AGENT][NEUTRAL] Uh, that test is not covered under the policy.
[CUSTOMER][NEUTRAL] So was all of that patient responsibility then?
[CUSTOMER][NEUTRAL] The whole $30.
[AGENT][NEUTRAL] Uh, we're
[AGENT][NEUTRAL] It's a supplemental policy so we can't instruct or determine patient responsibility. We just process according to the.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, do you happen to have a claim number on that at all?
[AGENT][NEUTRAL] Yeah, it's 348-2228.
[CUSTOMER][NEUTRAL] Is there any way that you would be able to email or fax a copy of the denial to me at all?
[AGENT][NEUTRAL] Uh, yeah, what's your effects?
[CUSTOMER][NEUTRAL] Uh, it's gonna be [PII].
[AGENT][NEUTRAL] OK, I'll get that EOB faxed over.
[CUSTOMER][NEUTRAL] OK, and then I do have one additional day if you're able to take a look at that one.
[AGENT][NEUTRAL] Sure, what's the uh data service.
[CUSTOMER][NEUTRAL] Um, it's like [PII], and that one was for $70.
[AGENT][NEUTRAL] OK, looks like on that one.
[AGENT][NEUTRAL] Uh, received 8:15, processed [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Uh, not a covered test under the policy.
[CUSTOMER][NEUTRAL] And then can I get a claim number on that one?
[AGENT][NEUTRAL] That's 349-3671. And do you need that EOB as well?
[CUSTOMER][POSITIVE] Um, yes, that would be great if you could do that too.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] And then I think that is all I need if I could just get a reference number for the phone call today.
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name, [PII], and today's date. And I'll get those faxed over, it just takes a few minutes.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] OK perfect thanks so much [PII] I appreciate your help.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too bye bye.