AccountId: 011433970860
ContactId: 90ac1abc-5f6c-4bf5-bb2d-2162d6c9f9eb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169160 ms
Total Talk Time (AGENT): 49179 ms
Total Talk Time (CUSTOMER): 52246 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/13/90ac1abc-5f6c-4bf5-bb2d-2162d6c9f9eb_20250313T21:06_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from doctor's office looking for the claims clinic.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure. My callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number?
[CUSTOMER][NEUTRAL] 02399312.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Uh, date of services for [PII], with the amount of $520.95.
[AGENT][NEUTRAL] Thank you for that information and what is your tax ID?
[CUSTOMER][NEUTRAL] So the tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I'm showing a payment in in excuse me, in the amount of $25 was made.
[AGENT][NEUTRAL] On that claim?
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] OK. I think the CPT 11102 is denied.
[AGENT][NEGATIVE] That one denied because we had already paid the maximum $25 for the other CPT code.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So there won't be any payment for the CBT.
[AGENT][NEUTRAL] No, sir.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Can I get the allowed amount for the CBD?
[AGENT][NEUTRAL] There is no loan amount. There's a benefit amount. The maximum benefit amount is $25 and that we paid that, so the rest of the claim was denied. So you would need to bill the patient for that.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] And the reference number for this call, please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, thank you so much for asking and uh wonderful.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] Bye bye.