AccountId: 011433970860
ContactId: 8eed5c22-3a33-4ce0-83dd-d9c720aeb6cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238960 ms
Total Talk Time (AGENT): 89510 ms
Total Talk Time (CUSTOMER): 101066 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/8eed5c22-3a33-4ce0-83dd-d9c720aeb6cf_20250210T20:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, my name is [PII] calling from provider's office, checking on claim status and how are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] Doing pretty well, thank you for asking, [PII].
[AGENT][POSITIVE] Yeah, OK, and I can definitely check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Which is [PII]. Could you please spell your name? That's [PII].
[AGENT][NEUTRAL] Sure, yeah, [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Uh-huh. And did you have the policy number?
[CUSTOMER][NEUTRAL] Yes, which is starting from 02.
[CUSTOMER][NEUTRAL] 252
[CUSTOMER][NEUTRAL] 690 Mary Lima 1 sorry, Mary [PII] 8.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the patient?
[CUSTOMER][NEUTRAL] Which is under [PII], it's [PII] and the first name [PII], with date of birth [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] [PII] for $348 even.
[AGENT][NEUTRAL] That was 348.
[AGENT][NEUTRAL] Was that 348, Chris?
[CUSTOMER][NEUTRAL] $348 even.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so we did receive this claim. We were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Help me out with the, what the plan does the patient have?
[AGENT][NEUTRAL] This is a secondary medical plan or supplemental.
[CUSTOMER][NEUTRAL] Secondary supply.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] plan. When did you receive the claim?
[AGENT][NEUTRAL] This claim was received [PII].
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEUTRAL] Claim number, please?
[AGENT][NEUTRAL] Yes, that claim number is 3549913.
[CUSTOMER][NEUTRAL] OK. Could you please fax a copy of your to my fax number? Actually, we are facing some technical issue in your portal. When we are searching with the claim number and the patient's last name and date of birth, I'm unable to look at the patient. Could you please fax a copy of EOB that would be helpful for me for the further assistance on the claim. Mhm.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Of course, what was that fax number for you?
[CUSTOMER][NEUTRAL] OK 615.
[CUSTOMER][NEUTRAL] [PII] addiction to my name, [PII]
[AGENT][NEUTRAL] OK, I'm gonna read that number back to you, [PII], just to make sure I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I will go ahead and get that sent to you now. I should get it here in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, that's it. Call reference number would be your name, [PII], first and your last name?
[AGENT][NEUTRAL] It would be
[AGENT][NEUTRAL] Yes, uh, last initial is [PII]
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][NEUTRAL] This is, this is going to be the call reference number, right?
[AGENT][NEUTRAL] Correct, my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] I was just expecting the full copy of EOP that would be helpful for me. That's it. Bye-bye.
[AGENT][POSITIVE] Oh yes, of course, I'm getting it sent right now. Thank you. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] Which is a simple.