AccountId: 011433970860
ContactId: 7c340a3e-8dab-448b-bd4f-b4183ad993c3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 168289 ms
Total Talk Time (AGENT): 64265 ms
Total Talk Time (CUSTOMER): 59452 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/7c340a3e-8dab-448b-bd4f-b4183ad993c3_20250127T14:06_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes, that's fine. And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] Uh, sure, it would be [PII].
[AGENT][NEUTRAL] Thank you for that. And how many claims do you have in total today, [PII]?
[CUSTOMER][NEUTRAL] One
[AGENT][NEUTRAL] OK, may I have the member's policy number?
[CUSTOMER][NEUTRAL] Sure, it would be 02517193 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Uh, sure. It would be [PII].
[CUSTOMER][NEUTRAL] And the date of birth would be [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 you like me to check on?
[CUSTOMER][NEUTRAL] [PII] total charge $500 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Diagnostic Center for Women LLC.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] So I'm showing we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 7293.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] OK, sure.
[CUSTOMER][NEUTRAL] Can you help me with the fax number?
[AGENT][NEUTRAL] Sure, fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] 942 3.
[CUSTOMER][NEUTRAL] OK, and the call reference number would be your name and today's date, right?
[AGENT][NEUTRAL] Yes, and the first initial to my last name is [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] No, thank you so much. That's it for the day. Hope you have a wonderful day.
[AGENT][POSITIVE] All right, thank you. You also, thanks for calling APO. Bye-bye.
[CUSTOMER][POSITIVE] Bye bye, take care.