AccountId: 011433970860
ContactId: 77d490d9-58b7-4a29-afc4-33c522c62d46
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195100 ms
Total Talk Time (AGENT): 46643 ms
Total Talk Time (CUSTOMER): 64976 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/77d490d9-58b7-4a29-afc4-33c522c62d46_20250410T20:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] How's it going? This is [PII]. I'm calling from Provida's office checking up on a denied reason for claim.
[AGENT][NEUTRAL] OK, [PII], I can check on claim status for you. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Policy number of the patient?
[CUSTOMER][NEUTRAL] 02021828 M for Mary L for Lima 7.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] Like yes.
[AGENT][POSITIVE] OK thank you.
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Bill charges
[CUSTOMER][NEUTRAL] 24,000.
[CUSTOMER][NEUTRAL] $63.46.
[AGENT][NEUTRAL] Uh, looks like we need a copy of the explanation of benefits.
[CUSTOMER][NEUTRAL] Uh, you got a claim number?
[AGENT][NEUTRAL] Claim number 356-0302.
[CUSTOMER][NEUTRAL] When you guys received that claim?
[AGENT][NEUTRAL] It was received on [PII], processed [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Do you see over there?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Who's the primary insurance?
[AGENT][NEUTRAL] Um, let me see.
[AGENT][NEUTRAL] Uh, looks like I've got Aetna on file.
[CUSTOMER][NEUTRAL] Oh yeah, I do have the year for that one. OK, OK, do you guys.
[CUSTOMER][NEUTRAL] Sorry, um, do you guys, uh, receive that over fax?
[AGENT][POSITIVE] Yes, you can fax it.
[CUSTOMER][NEUTRAL] You mind giving me your fax uh numbers?
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alrighty
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] Alright then, uh, that should be it. Well, this is there any call reference number?
[AGENT][NEUTRAL] That's just my name and today's date. So [PII], first initial last name, [PII], today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Alrighty then thank you so much [PII] I appreciate it.
[AGENT][POSITIVE] Thanks for calling APL have a good day.
[CUSTOMER][NEUTRAL] Same for you.