AccountId: 011433970860
ContactId: 7c6f2ebd-f199-48e7-a27d-32d08fec507b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 180089 ms
Total Talk Time (AGENT): 67404 ms
Total Talk Time (CUSTOMER): 71096 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/7c6f2ebd-f199-48e7-a27d-32d08fec507b_20250318T18:59_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office to check up on a claim status. Also, this call is been recorded for quality and training purposes. Are you OK with that?
[AGENT][NEUTRAL] Yes, that's fine. And did you say your name was [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] It's [PII] spelled as [PII] would be [PII], and you said your name is [PII].
[AGENT][NEUTRAL] Yes, [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Uh, sure, it would be 02293 consecutive 83 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you for that. And so this is for claim status, correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Alright, and can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure.
[CUSTOMER][NEUTRAL] And the name would be [PII] and the 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 you like me to check on?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the total charge is $500 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yeah, it's diagnostic Center for Women LLC.
[AGENT][NEUTRAL] Alright, so I'm showing received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 8782.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from the primary insurance.
[CUSTOMER][POSITIVE] OK, sure. Thank you.
[CUSTOMER][NEUTRAL] Can you help me with the call reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, sure. Thank you so much for your help. Hope you have a wonderful day.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I could assist you with today?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. That's it for the day. Have a wonderful day.
[AGENT][POSITIVE] Alright, thanks for calling API. Have a great day. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.