AccountId: 011433970860
ContactId: 7b3f0b6d-8321-47cb-9173-a387af9700bb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 297040 ms
Total Talk Time (AGENT): 107493 ms
Total Talk Time (CUSTOMER): 75278 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/7b3f0b6d-8321-47cb-9173-a387af9700bb_20250219T14:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office checking on claim status. Could you please help me with that?
[AGENT][NEUTRAL] What is your name again?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And spell that for me please for documentation.
[CUSTOMER][NEUTRAL] Yeah, it's [PII]
[AGENT][POSITIVE] And your callback number, [PII], thank you.
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] What is the policy number? Thank you.
[CUSTOMER][NEUTRAL] It's 01660281.
[CUSTOMER][NEUTRAL] ML 7.
[AGENT][NEUTRAL] OK, thank you, [PII]. Let me just repeat that to you. That is 01660281 ML7.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] uh the last [PII]
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you very much for the verification process. Again, you're calling for claim status. I can assist you. You can also check claim status by visiting our secure portal at [PII], and on that website you'll be able to obtain a new be as well. What is the date of service and the total charges billed?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I have 2 different amounts.
[CUSTOMER][NEUTRAL] Uh, one is $150 even.
[CUSTOMER][NEUTRAL] And the other 1 $45.53 even. Yeah.
[AGENT][NEUTRAL] OK, excuse me, the date of service is [PII]. 1 is billed for $150 and the other for $45.53. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, one moment.
[AGENT][NEUTRAL] OK, it shows that both claims were received and denied. One moment, I'm looking at that denial reason for you, the claim details.
[AGENT][POSITIVE] One moment, thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, both claims denied as the policy provides no benefits for the treatment of conditions other than a sickness or injury.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] I do have those claim numbers for you, [PII], when you're ready for those.
[CUSTOMER][NEUTRAL] Yes. Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For the one that was total billed for $150 that claim number shows 349-534-0.
[AGENT][NEUTRAL] And the other claim is 349-7742.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yeah, could you please send me a copy of your bill?
[AGENT][NEUTRAL] Um, you can obtain the copies of the EOB from the website, but I will send it over for you. What is the fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], sorry, sorry, it's [PII].
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Can you please repeat that for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, I have that as [PII]. Anything else I can assist you with, [PII]?
[CUSTOMER][NEUTRAL] No thank you. Have a good day.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a good day bye.
[CUSTOMER][NEUTRAL] OK.