AccountId: 011433970860
ContactId: 82e1caf5-ff4f-4129-b7ed-b5b44db00b38
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 363019 ms
Total Talk Time (AGENT): 85909 ms
Total Talk Time (CUSTOMER): 121381 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/82e1caf5-ff4f-4129-b7ed-b5b44db00b38_20250606T19:28_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I need your assistance to look at the claims.
[AGENT][NEUTRAL] Yes, I can assist you with claim status. Could I get your name again and a callback number?
[CUSTOMER][NEUTRAL] It's [PII] uh the callback number I have [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01841206 Mike Lima L for Lima that is OK and then 7.
[AGENT][NEUTRAL] OK, that was 018462. And what was the rest of it? I'm sorry?
[CUSTOMER][NEUTRAL] Now please make a note on that again. 01841206 M for Mike L for lion and then 7.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Data service I have.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Charge amount is $250 even.
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3600224.
[AGENT][NEGATIVE] And I'm showing that this claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Repeat the claim number one more time, it's 3600224.
[AGENT][NEUTRAL] Yes, that's the claim number.
[CUSTOMER][NEUTRAL] OK, is there any chance of getting UOB copy for this one to my fax?
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And who do I need to attention it to?
[CUSTOMER][NEUTRAL] Keep my name in the action box.
[AGENT][NEUTRAL] OK, so that's attention, [PII] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][POSITIVE] Take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] 118
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] you know.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] OK, [PII], I just sent the fax. You should receive it in about 10 minutes. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Uh, thank you so much for that, uh, thing. Uh, here I want to discuss about the secondary insurance due amount. I have a $30 co-payment as a secondary due after the leftover balance that needs to be paid by you. However, you are telling that office it's are not covered. May I know the patient plan name and what what I need to bill this patient or to need to be an appeal?
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] You need to bill the patient and the plan name is Medlink. It's spelled [PII]
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] Meddling under this meddling this office office visit services are not covered. You're not paying these all services, right?
[AGENT][NEGATIVE] Right, the co-pay for office visits is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, what about your name and, uh, what's the call reference to I can I just note?
[AGENT][NEUTRAL] You can use my name and today's date for the call reference number. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][POSITIVE] Thank you, thank you so much hope you have a good day bye bye.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL bye.
[CUSTOMER][NEUTRAL] Mm.