AccountId: 011433970860
ContactId: 8473c3e1-78c2-4300-a699-065b322bf7eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 89290 ms
Total Talk Time (AGENT): 27871 ms
Total Talk Time (CUSTOMER): 45027 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/8473c3e1-78c2-4300-a699-065b322bf7eb_20250624T14:49_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi there, my name is [PII], and I'm calling from Common Spirit Health. I am calling to verify why a claim was denied for a patient.
[AGENT][POSITIVE] I'll be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, that would be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number I have on file is 01694082 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service was [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] OK, so I'm showing that the claim was denied because um that CPT code, the 99214 is not covered under the policy. Only treatment and procedures at an office visit is covered.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. All right, I think that is all that I needed then. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] 2.
[AGENT][NEUTRAL] Mhm bye bye.
[CUSTOMER][NEUTRAL] Mhm bye bye.