AccountId: 011433970860
ContactId: 854c2784-9de2-4c98-b244-0616f55197f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 321700 ms
Total Talk Time (AGENT): 129854 ms
Total Talk Time (CUSTOMER): 70494 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/854c2784-9de2-4c98-b244-0616f55197f9_20250619T16:27_UTC.wav
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[AGENT][POSITIVE] Good morning thank you for calling APL.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] How can I help you?
[CUSTOMER][NEUTRAL] Um, hello. My name is [PII], and I'm calling from, can you hear me?
[AGENT][NEUTRAL] Hello.
[AGENT][NEUTRAL] I can hear you, yes, [PII]?
[CUSTOMER][NEUTRAL] OK. Uh, I'm calling regarding a claim status, please.
[AGENT][NEUTRAL] OK, I can assist you with that. May I have your call back number please?
[CUSTOMER][NEUTRAL] Um, yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. May I have the policy
[AGENT][NEUTRAL] Number?
[CUSTOMER][NEUTRAL] OK. 02551057.
[AGENT][NEUTRAL] Thank you. Let me repeat that to you, [PII]. I have that as 02551057.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, [PII], uh, [PII].
[AGENT][NEUTRAL] Thank you and you're calling for claim status and may I have that date of service and the total bill of amount please so I can help you.
[CUSTOMER][NEUTRAL] Yes, it's [PII], and total charge 170.
[AGENT][POSITIVE] OK, thank you very much. One moment please.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Can you verify the procedure code or codes bill please?
[CUSTOMER][NEUTRAL] Um, I have here L 1820.
[AGENT][POSITIVE] OK, thank you very much for the information. Give me one moment please.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] It shows that the claim has been received um 3 times. The first initial um submission receipt of it was denied. One moment, let me get that denial reason for you, OK? One moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And also, uh, [PII], you're able to check claim status by visiting our secure portal at [PII]. Give me one moment to get that denial reason for you.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] You're welcome. The claim was denied. It shows that this policy does not cover for DME. It's an uncovered benefit.
[CUSTOMER][NEUTRAL] OK. Um, I have a question. Is it possible that you can send me, uh, through fax this information?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] I can and on that website you're able to obtain an UB as well, but I'd be more than happy to fax over the UOB. What is your fax number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, let me please repeat that for um confirmation. I have that as [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK thank you
[AGENT][NEUTRAL] Thank you and let me provide you with that claim number as well for your documentation.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It shows
[AGENT][POSITIVE] Thank you 3553-4356.
[CUSTOMER][POSITIVE] OK. Thank you so much. May I please have your name again and the reference number?
[AGENT][NEUTRAL] My name is [PII]. We do not provide reference numbers, but please use my name and today's date. My last initial is [PII]
[AGENT][NEUTRAL] Oh, like [PII]. And anything else I can help you with please, [PII]?
[CUSTOMER][POSITIVE] Um, no, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day. Thank you. Take care.
[CUSTOMER][POSITIVE] You too. Thank you. Bye.
[AGENT][NEUTRAL] Bye.