AccountId: 011433970860
ContactId: 99efcf10-00d9-4642-9026-a914ae7e1d6b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240000 ms
Total Talk Time (AGENT): 100585 ms
Total Talk Time (CUSTOMER): 90650 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/15/99efcf10-00d9-4642-9026-a914ae7e1d6b_20250115T18:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi. Can you hear me now?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah, hi, I'm sorry, I was on mute. Uh, I'm calling from provider's office. Yes, I'm calling from provider's office, and I'm [PII] to check on a claim status.
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Yeah, I can check out a claim for you. You said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], really quick, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, yes, sure, it is [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, thank you and what was the policy number?
[CUSTOMER][NEUTRAL] Um, it is 01009699.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, patient is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Uh, it is [PII] and the total charge is $229 even.
[AGENT][NEUTRAL] OK, [PII] and that was for $229?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Got it alright thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII], I'm sorry, what was the name of the provider's office?
[CUSTOMER][NEUTRAL] I'm calling from Aspiro Stanley Hospital.
[AGENT][POSITIVE] Got it. OK, thank you.
[AGENT][NEUTRAL] Alright, so we did receive this claim, uh, we were unable to pay a benefit as lab tests are not a covered benefit under this policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, so is this patient responsibility?
[AGENT][NEUTRAL] We do not say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] OK, got it. Um, may I know the claim number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Absolutely it is 345-433-0.
[CUSTOMER][NEUTRAL] OK great um can I have the copy of your BTR fax?
[AGENT][NEUTRAL] Oh yes, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] All right, what was that fax number for you, [PII]?
[CUSTOMER][NEUTRAL] Uh, it is [PII]. Attention to my name, [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure that I heard that correctly. That was [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, would you mind spelling your name for me, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Oh got you OK.
[AGENT][NEUTRAL] Alright, I will get that sent to you. You should get it here in maybe about 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] That's it for my day. Thank you. Can I have the call reference number?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial is [PII]
[CUSTOMER][POSITIVE] Yeah, yeah, thank you so much for the information and have a great day.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm. Bye.