AccountId: 011433970860
ContactId: 7415fec5-60a9-4fa6-aae3-027afb459978
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 370779 ms
Total Talk Time (AGENT): 146523 ms
Total Talk Time (CUSTOMER): 104910 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/24/7415fec5-60a9-4fa6-aae3-027afb459978_20250124T21:12_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII] and last name initial financing. I'm calling from provider's office regarding claim status.
[AGENT][NEUTRAL] OK, can I help you, [PII]? What's the policy number?
[CUSTOMER][NEUTRAL] It's 02465901.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, what are the three middle digits to your phone number? 6, did you say [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And you're checking the claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And the date of service in charge?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] The date of service is [PII] and the total charge is $542 even.
[AGENT][NEUTRAL] 442
[CUSTOMER][NEUTRAL] 542.
[AGENT][NEUTRAL] 542 OK.
[AGENT][NEUTRAL] And that was an office visit, which is not covered by the the the patient's policy, so no payment was made. Um, I show that this claim was received [PII].
[AGENT][NEUTRAL] Processed [PII] and let me know when you're ready for that claim number for the claim number.
[CUSTOMER][POSITIVE] Yeah, I'm ready.
[AGENT][NEUTRAL] It's 352-225-2.
[AGENT][NEUTRAL] And here you can also check claim status on our online service center at [PII].
[CUSTOMER][NEUTRAL] Yeah, sure. So the claim number is 353 consecutive 252, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Thank you. And can you please send any through fax?
[AGENT][NEUTRAL] It was actually mailed to the address that's on the claim and is now available on our online service center. Um, that address is [PII], and I can help you set that account up if you like.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] So the web address is [PII].
[AGENT][NEUTRAL] And let me know.
[CUSTOMER][NEUTRAL] OK. Um, it's asking any, uh, it's asking any like, uh, approval?
[CUSTOMER][NEUTRAL] Creditling approval.
[AGENT][NEUTRAL] You'll, you'll have to regis register the account. It's a secured site, so you're gonna have to answer a couple of security questions.
[CUSTOMER][POSITIVE] Yeah, OK, I got it. Uh, I got it, the portal. Thank you. And let's move than the plan.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Let's move to the another patient.
[AGENT][NEUTRAL] OK, I can do one more patient, that policy number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It's 014354993.
[AGENT][NEUTRAL] The patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth [PII].
[AGENT][NEUTRAL] And the date of service and total charge?
[CUSTOMER][NEUTRAL] It's [PII] and the total charge is $542 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, this service was not covered. The date of service is after the patient's uh uh termination date. I'm showing the received date to be.
[AGENT][NEUTRAL] [PII] process [PII].
[AGENT][NEUTRAL] Under claim number 352.
[AGENT][NEUTRAL] 7727.
[AGENT][NEUTRAL] And I show the policy effective date is [PII]. Policy termination date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient is in active service.
[CUSTOMER][NEUTRAL] OK. So, and one more claim it is possible to provide the claim status?
[AGENT][NEUTRAL] Is it for the same patient?
[CUSTOMER][NEUTRAL] Uh, no, it's a different patient.
[AGENT][NEUTRAL] Is this the last one that you have, [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is that policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 01611552.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and the date of service, sorry, date of birth is [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII] and the total charge $348 even.
[AGENT][NEUTRAL] This one was denied as office visits are not covered by the patient's policy showing a claim number of 3544.
[AGENT][NEUTRAL] 396.
[AGENT][NEUTRAL] Showing the claim received date.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII], processed on [PII].
[CUSTOMER][NEUTRAL] Thank you. And may I have the call reference number?
[AGENT][NEUTRAL] My name and today's date, [PII].
[CUSTOMER][POSITIVE] Yeah. Thank you, [PII]. Thank you for giving this information and happy weekend. Have a nice day.
[AGENT][POSITIVE] You're welcome, [PII], thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah bye bye.