AccountId: 011433970860
ContactId: 8e31f3b8-8e20-431a-900a-f3badd405a3a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 307500 ms
Total Talk Time (AGENT): 62804 ms
Total Talk Time (CUSTOMER): 91771 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/8e31f3b8-8e20-431a-900a-f3badd405a3a_20250417T18:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider office.
[CUSTOMER][NEUTRAL] I'm looking for the claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim service, Mr. [PII], and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mm, yes.
[CUSTOMER][NEUTRAL] The callback number is uh
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] I name a lot.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Any.
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] It's 202-312-778.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you. One moment. Let me pull that information.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It's
[CUSTOMER][NEUTRAL] She's not
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Date of birth is [PII] of.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] What's the name?
[CUSTOMER][NEUTRAL] And the name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Data services [PII] and the total bill amount is uh $3200 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, one moment, let me see if I can find it. And for the future, you can check claim status online through our website at [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] My mom.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] But that's yeah.
[AGENT][NEUTRAL] OK, it's gonna be one more minute. I'm waiting on the system for the EOB.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah I know what is about.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] They
[AGENT][NEUTRAL] OK, looks like we processed the claim on [PII] and the claim, I'm sorry, [PII], and the claim was denied, um, let me get this in now one moment.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] All right, the reason is the maximum benefit payable for the date of service has been met.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Did you get that information, Mr. [PII]?
[CUSTOMER][NEUTRAL] Yes, just a moment.
[AGENT][NEUTRAL] OK.