AccountId: 011433970860
ContactId: 985f6046-7339-42a9-bc90-20a9397d6006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 316839 ms
Total Talk Time (AGENT): 85200 ms
Total Talk Time (CUSTOMER): 85172 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/985f6046-7339-42a9-bc90-20a9397d6006_20250513T16:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] and I'm calling for a provider to check on additional information about claim that has been denied. Please note this call will be monitored and recorded for quality and training purposes. Could you please spell out your name for me, please?
[AGENT][NEUTRAL] Oh.
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And [PII], can I have your callback number, sir, just in case the call is dropped.
[CUSTOMER][NEUTRAL] So, it is [PII] and it is a direct line. How are you doing today, [PII]?
[AGENT][POSITIVE] Thank you. I'm doing good how are you doing today?
[CUSTOMER][POSITIVE] Glad to hear that. I'm doing good as well. Thank you for asking.
[AGENT][POSITIVE] Awesome. You're very welcome. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes, sir. It is [PII] and date of birth is [PII] and the member ID is [PII] [PII].
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] So do you take your time.
[AGENT][NEUTRAL] OK, and then may I please have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] So, sir, it is [PII] and the bill amount is
[CUSTOMER][NEUTRAL] $105 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Yes, it is $25 even.
[AGENT][NEUTRAL] OK. And may I please have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] So that it is.
[CUSTOMER][NEUTRAL] Foot, ankle and leg specialist of South Florida INC.
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Hi
[AGENT][NEUTRAL] OK, [PII], I'm gonna put you on a quick hold while I look up this claim and I'll be right back with you, sir.
[CUSTOMER][NEUTRAL] So do you take your time.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you, [PII], for holding for me. I have the claim ready for you. Uh, the claim is on a different policy number than what you gave me, so let me give you the good policy number.
[CUSTOMER][NEUTRAL] So, go ahead.
[AGENT][NEUTRAL] It's 258-3680.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And the claim number is 3591878.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] Thank you for the information. So the office receipts are not covered under the business phone number, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] May I have the business plan type?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Thank you for that. May I have the call reference number of our call?
[AGENT][NEUTRAL] Yes, you can use my name [PII] and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII], and that is for today. You have a great day today. Have a great day. Bye for now.
[AGENT][POSITIVE] You have a wonderful day too, [PII], and thank you for calling APL. Bye-bye, sir.