AccountId: 011433970860
ContactId: 7b1a5e5a-1bb5-4673-82eb-9bbc229d83a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 530299 ms
Total Talk Time (AGENT): 93860 ms
Total Talk Time (CUSTOMER): 108798 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/7b1a5e5a-1bb5-4673-82eb-9bbc229d83a3_20250225T17:10_UTC.wav
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[AGENT][NEUTRAL] Morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name's [PII]. I'm calling with Millennium Pain Management, and I was just calling to check on a couple claim statuses.
[CUSTOMER][POSITIVE] I thank you.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and that's a direct line.
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm it is 02452464.
[AGENT][POSITIVE] Thank you. Mhm.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII] and her date of birth is [PII].
[AGENT][NEUTRAL] OK, so it's for the dependent.
[AGENT][NEUTRAL] OK, and may I have the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] Yes, the first date of service is [PII] with a billed amount of 300.
[AGENT][NEUTRAL] OK, let me see if I can find this.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this one was denied stating that office visits are not covered by the policy. Um, let me see when it was processed. It was processed on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and just the like, uh, cut in and out there you said it was because office visits are not covered under their policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, perfect. OK, alrighty, in that case I only have one other data service to check on.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] OK, what is that date of service?
[CUSTOMER][NEUTRAL] Yes, that date of service is [PII] with a billed amount of $1,012.
[AGENT][NEUTRAL] OK, let me check on that one.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right.
[AGENT][NEUTRAL] OK, so this one right here, it looks like it paid for the treatment. Uh, we send a benefit amount of $50 for this one.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, uh, is there any way you'd be able to fax me the explanation of benefits or the explanation of payment for that one?
[AGENT][NEUTRAL] For this one, yes, I can. What is the fax number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] and if you could just attention that to [PII] and that's [PII]
[AGENT][NEUTRAL] OK, thank you do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Of course, thank you.
[AGENT][NEUTRAL] OK, thank you. One moment.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. If you don't get it within 15 minutes, you can call us back and we can resend it, but it should be there by then. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, those are the only ones. Um, I was just gonna see if there's a call reference number available.
[AGENT][NEUTRAL] We don't have a reference numbers you can use my name in today's state if you will.
[CUSTOMER][POSITIVE] OK perfect alrighty well thank you so much for your help today. I hope you have a great day.
[AGENT][POSITIVE] You're welcome. You as well, and thank you for calling APR. Bye bye.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.