AccountId: 011433970860
ContactId: 86616a9e-b07f-41c4-bef9-a7a3a0295a19
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152000 ms
Total Talk Time (AGENT): 68211 ms
Total Talk Time (CUSTOMER): 40413 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/86616a9e-b07f-41c4-bef9-a7a3a0295a19_20250211T20:19_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I was calling to check on the status of a claim, please.
[AGENT][NEUTRAL] OK, may I have your name?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] with Allergy Clinic of Tulsa.
[AGENT][NEUTRAL] [PII], OK, thank you. And what is your callback number if disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you and what is the policy number please, [PII]?
[CUSTOMER][NEUTRAL] It is 02156245.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] Verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, I have the member pulled up and you call for claim status, and what is that date of service and total charge amount?
[CUSTOMER][NEUTRAL] It's [PII] [PII] and the charge is $25.
[AGENT][POSITIVE] $25. OK, thank you so much, [PII]. One moment please.
[AGENT][NEUTRAL] Let me just repeat that. That was [PII] excuse me, [PII] for $25 even.
[AGENT][NEUTRAL] OK, thank you. I just wanna make sure I have that right, um, we do not have that claim on file.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, um, I have a second one. Can we look for that one, same patient?
[AGENT][NEUTRAL] We can one moment.
[AGENT][NEUTRAL] And the date of service and total charge amount?
[CUSTOMER][NEUTRAL] [PII] for $25.
[AGENT][NEUTRAL] Thank you and what procedure code was billed for the service date?
[CUSTOMER][NEUTRAL] 951-117
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, shows that we received the claim and it denied as service is not covered when performed inside the doctor's office, and I do have that claim number for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 353-318-1.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also check claim status by visiting our secure portal at [PII].
[CUSTOMER][NEGATIVE] OK, I think they're just having issues with it cause I tried to sign in and it's not letting me.
[AGENT][POSITIVE] OK, no problem, we appreciate you calling us.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][POSITIVE] Uh huh thank you for your help.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a good day. Thank you.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.