AccountId: 011433970860
ContactId: 7c128c5a-136b-48ec-9456-3f4bc664a9d6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144729 ms
Total Talk Time (AGENT): 59602 ms
Total Talk Time (CUSTOMER): 64583 ms
Interruptions: 1
Overall Sentiment: AGENT=1.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/7c128c5a-136b-48ec-9456-3f4bc664a9d6_20250313T13:09_UTC.wav
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[AGENT][NEUTRAL] How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. I am trying to check um the status of a claim for a patient.
[AGENT][NEUTRAL] OK, I can help you with the claim status and may I have your name and a good contact number?
[CUSTOMER][NEUTRAL] Oh OK, I can help you with the claim status and I have.
[CUSTOMER][NEUTRAL] [PII] and it's [PII].
[AGENT][NEUTRAL] All right, and [PII], may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes, 02356084.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] This is for Ms. [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] This was [PII] and it was $243.54.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Can you verify the name of the provider.
[CUSTOMER][NEUTRAL] Yes, Evans dermatology.
[AGENT][NEUTRAL] Alright, so I'm showing the, the claim was received on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 356.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] 7176.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was denied because office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] OK, so office is not covered. Is there any way you can fax me an EOB?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] This will be [PII].
[AGENT][NEUTRAL] And should that be attention, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] And it's [PII]?
[CUSTOMER][NEUTRAL] Yes,
[AGENT][POSITIVE] Alright, I'll go ahead and send this over to you now. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] You're welcome and thanks for calling APL. I hope you have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye bye.