AccountId: 011433970860
ContactId: 964fd4ea-959d-41a0-9fed-3a6fac9c2200
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317850 ms
Total Talk Time (AGENT): 68660 ms
Total Talk Time (CUSTOMER): 156120 ms
Interruptions: 2
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/964fd4ea-959d-41a0-9fed-3a6fac9c2200_20250523T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you? Hi, [PII]. This is [PII] calling from Tufts Medical Center to check on a claim status.
[AGENT][POSITIVE] Alright, I'm happy to check on a claim. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Alright, I'm happy to check on a claim. Do you have the patient's policy number? Yeah, the patient policy number is 02581601.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Thank you and do you have a good call back number? It is [PII].
[AGENT][NEUTRAL] Thank you. And may I please have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Thank you. And may I please have the patient's name and date of birth? The patient's name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] Thank you, data service.
[CUSTOMER][POSITIVE] Thank you data service.
[CUSTOMER][NEUTRAL] The date of service is [PII] with a bill amount of $456 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] One moment. Yeah.
[AGENT][NEUTRAL] Thank you for your patience. So this claim was received on [PII].
[CUSTOMER][NEUTRAL] Thank you for your patience. So this claim was received on [PII].
[CUSTOMER][NEUTRAL] Is it [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] Claim was denied.
[CUSTOMER][NEUTRAL] And when was it processed?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Claim was denied. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] It was denied us.
[AGENT][NEUTRAL] We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] We need the explanation of benefits from the primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I know the claim number?
[AGENT][NEUTRAL] 358-9328
[CUSTOMER][NEUTRAL] 358-9328
[CUSTOMER][NEUTRAL] Could you please repeat it again? 35.
[AGENT][NEUTRAL] 358.
[CUSTOMER][NEUTRAL] 358. OK.
[AGENT][NEUTRAL] 93
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] 93. OK.
[AGENT][NEUTRAL] 28
[CUSTOMER][NEUTRAL] 28. OK. It's 358-9328. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. I just want to confirm, uh, do you have the patient's primary insurance detail?
[AGENT][NEUTRAL] We do not have that information. You would have to check with the insured.
[CUSTOMER][NEUTRAL] We do not have that information. You would have to check with the insured.
[CUSTOMER][NEUTRAL] OK, I understand.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And could you please provide me the call reference number?
[AGENT][NEUTRAL] Call references my name or today's date.
[CUSTOMER][NEUTRAL] For references my name with today's date.
[CUSTOMER][NEUTRAL] And may I know your, can you please spell your name for me?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. OK. Uh sir, uh uh sorry for that. And could you please provide me the claim mailing address and the timely filing?
[AGENT][NEUTRAL] No, timely filing.
[CUSTOMER][NEGATIVE] No timely filing. OK.
[AGENT][NEUTRAL] Claims mailing address is [PII].
[CUSTOMER][NEUTRAL] Claims mailing address is [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] OK.
[AGENT][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII], [PII]. OK.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII]. OK, thank you so much for that.
[CUSTOMER][POSITIVE] OK, thank you so much, sir. It was a pleasure speaking to you. I got sufficient information from you. Have a great day and have a great weekend as well. Bye-bye.
[AGENT][NEUTRAL] You as well. Bye bye.