AccountId: 011433970860
ContactId: 8ef22f32-dfdb-4bd9-8646-2547b724d779
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316019 ms
Total Talk Time (AGENT): 63783 ms
Total Talk Time (CUSTOMER): 109768 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/8ef22f32-dfdb-4bd9-8646-2547b724d779_20250506T15:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from a provider's office and I'm needing to see if a few claims have been received please, patient.
[AGENT][NEUTRAL] OK. [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure, I do [PII].
[AGENT][NEUTRAL] OK. And what's the policy number for that patient, please?
[CUSTOMER][NEUTRAL] 01828767.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And date of service and bill charges.
[CUSTOMER][NEUTRAL] [PII] for $205.
[AGENT][NEUTRAL] OK, looks like we received that [PII].
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um
[AGENT][NEUTRAL] Um, office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Sure, is there any way I can get a copy of the remit faxed or emailed? I can't pull it up on your website, so.
[AGENT][NEUTRAL] Um, yes, what's your facts?
[CUSTOMER][NEUTRAL] It is 573.
[CUSTOMER][NEUTRAL] 519-532-7
[AGENT][NEUTRAL] OK, and you say you had another date of service?
[CUSTOMER][NEUTRAL] I do, but it's for a different patient.
[AGENT][NEUTRAL] OK, um, hold on one moment.
[CUSTOMER][POSITIVE] Sure, absolutely.
[AGENT][NEUTRAL] OK. And what's the policy number of the other patient?
[CUSTOMER][NEUTRAL] Yes, 01072112.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Yes, first one is [PII] for $219.
[AGENT][NEUTRAL] Uh it looks like we received that 310-2025, process 313-2025.
[CUSTOMER][NEGATIVE] They're probably all the same denial.
[AGENT][NEUTRAL] Uh, office visits are not covered and then services not covered in office visits.
[CUSTOMER][NEUTRAL] OK, OK, um, and I have another one and it'd be the same on this if I could get these next two faxed as well.
[AGENT][NEUTRAL] OK, and this for the same patient?
[CUSTOMER][NEUTRAL] Yes, this is for the same patient date of service of [PII] for $209.
[AGENT][NEUTRAL] OK, yes, looks like process 320, 2025, denied 321, 2025 and office visits not covered.
[CUSTOMER][POSITIVE] OK, sounds good OK.
[CUSTOMER][POSITIVE] All right, yeah, if I could get all those, that would be great.
[AGENT][NEUTRAL] OK, I'll send them your way. It just takes about 5 minutes.
[CUSTOMER][NEUTRAL] Oh, sure, absolutely, [PII]. And is there a reference number for our call today?
[AGENT][NEUTRAL] Uh, it's just my name and today's date. And anything else I can help you?
[CUSTOMER][POSITIVE] OK, well thank you for your time. No, that should be all today. Thank you for your time.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.