AccountId: 011433970860
ContactId: 77863e6e-c303-4389-86a9-382ae7f461fc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242580 ms
Total Talk Time (AGENT): 95942 ms
Total Talk Time (CUSTOMER): 71421 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/77863e6e-c303-4389-86a9-382ae7f461fc_20250306T21:09_UTC.wav
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[AGENT][NEUTRAL] For calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling on behalf of Deluxe Dermatology on claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] The policy number is.
[CUSTOMER][NEUTRAL] 01848513
[AGENT][NEUTRAL] And I get phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] This is for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you for that information. And you said you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's the date of service in charge and I can provide that information if we have the claim.
[CUSTOMER][NEUTRAL] Yes, this is for [PII] and the total charge is.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Let me bring that up for you.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $304.80.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Alright, so this claim was processed on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] So the office visit is not covered by this policy and then for the treatment code, uh we are requesting a copy of the major medical explanation of benefits to review that charge. Do you have a copy of the major medical EOB?
[CUSTOMER][NEUTRAL] OK, this was faxed over on [PII] to fax number [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, correct fax number, but I don't show it received. When was it faxed?
[CUSTOMER][NEUTRAL] On [PII].
[AGENT][NEUTRAL] Oh, we would have received it by now or do you fax it or does a different area fax it?
[CUSTOMER][NEUTRAL] No, I faxed it directly to the fax number that was provided.
[AGENT][NEUTRAL] OK. I don't show it received.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] [PII], yes.
[AGENT][NEUTRAL] And make it to the attention of claims?
[CUSTOMER][NEUTRAL] Uh, let me see.
[AGENT][NEUTRAL] Still should have
[CUSTOMER][NEUTRAL] Or would that make a difference if.
[AGENT][NEUTRAL] Well, I was gonna say we still should receive it because that's our fax number [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I can re fax it.
[AGENT][NEUTRAL] Yeah, and I see where you called earlier in January. Go ahead and refax it.
[CUSTOMER][NEUTRAL] Um, so,
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And uh put attention claims on it and if you can reference the policy number that you gave me.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And this is for claim 352-568-0.
[AGENT][NEUTRAL] Like
[AGENT][NEUTRAL] Uh huh and you may wanna even reference that claim number.
[CUSTOMER][NEUTRAL] OK, I'll do that. Is there a reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, use my name in today's date as your reference. It's [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Got it thank you [PII], for your help today.
[AGENT][POSITIVE] OK. You're welcome. Thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.