AccountId: 011433970860
ContactId: 9677a809-e164-4eff-927d-2be6de724206
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166440 ms
Total Talk Time (AGENT): 42799 ms
Total Talk Time (CUSTOMER): 69755 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/9677a809-e164-4eff-927d-2be6de724206_20250617T13:17_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check the claim status.
[AGENT][POSITIVE] All right. I'm happy to check on the claim. Do you have a policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, I do. I do have the claim number. Did you need that?
[AGENT][NEUTRAL] You can give me the claim number, go ahead.
[CUSTOMER][NEUTRAL] So, so I need to provide the claim number only, right?
[AGENT][NEUTRAL] If you have the claim number, that'll work.
[CUSTOMER][POSITIVE] Sure. Thank you so much for.
[CUSTOMER][NEUTRAL] Yeah, I do. It's uh 345-433-0.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] May I have the patient's name and date of birth? Yeah.
[CUSTOMER][NEUTRAL] And can you please tell
[CUSTOMER][NEUTRAL] Yeah, sure. Can you please spell your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Oh thank you so much.
[AGENT][NEUTRAL] What is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Just uh [PII] uh wherever, and the date of birth was uh [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So this claim was denied, laboratory tests are not covered under the patient plan.
[CUSTOMER][NEUTRAL] Yeah, uh, so I need the copy of the UB for that 1 May I provide my fax number?
[AGENT][POSITIVE] Mhm, that's a good fax.
[CUSTOMER][NEUTRAL] Yeah, sure. One moment. So, my fax number is [PII] and that is [PII]. That was [PII]
[AGENT][POSITIVE] OK. Give it about 5 minutes and you'll have that. Is there anything else that I can help with today?
[CUSTOMER][NEUTRAL] Um, no, I just need a reference number.
[AGENT][NEUTRAL] Call reference is my name.
[CUSTOMER][NEUTRAL] And may I know the time around time to receive the UB?
[AGENT][NEUTRAL] You should have the EOB in 5 minutes.
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][POSITIVE] Oh, OK, thank you so much for this information. You have wonderful and stay safe. OK, bye bye.