AccountId: 011433970860
ContactId: 8584ea24-8b51-4db2-8bda-3c3465e1dc3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149970 ms
Total Talk Time (AGENT): 61913 ms
Total Talk Time (CUSTOMER): 63416 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/8584ea24-8b51-4db2-8bda-3c3465e1dc3d_20250602T19:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hi, [PII]. My name is [PII], and I'm calling from Tulsa Pain Consultants, and I, um, I just had a question about a patient's, um, policy and a claim that was denied, so I was going to see if you could help me with that.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name again and a callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh yes, my name is [PII].
[CUSTOMER][NEUTRAL] And a callback number is [PII] option 4.
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, policy number is 01780461.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Um, his name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now, I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] OK, uh, the surface date is [PII], and the charges were $311.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] Um, the claim processed on [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim number is 3605249.
[AGENT][NEUTRAL] And I'm showing that this claim denied um because under the policy, office visits, the co-pays for office visits is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] They are not OK perfect that's just what I wanted to confirm real quick before I put this over to his responsibility EV um, is there a call reference number for our call today? I appreciate your time.
[AGENT][NEUTRAL] Um, no problem. And yes, ma'am. The reference number is my name and today's date. My name is spelled [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Um, that was it. I sure appreciate your help and you have a good rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Uh huh bye bye.