AccountId: 011433970860
ContactId: 9aecb2ca-7dc3-4080-8a12-37f87c719c82
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 425269 ms
Total Talk Time (AGENT): 98023 ms
Total Talk Time (CUSTOMER): 111867 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/9aecb2ca-7dc3-4080-8a12-37f87c719c82_20250501T20:59_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][POSITIVE] Hi, [PII]. Thank you so much for taking my call. Sorry. I'm [PII].
[CUSTOMER][NEUTRAL] Um, I'm just wondering if you can help me with a claim. I have a doubt.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK [PII], yes, I can help you with the claim, sir. um can I please get your callback number just in case the call's dropped I can call you right back.
[CUSTOMER][NEUTRAL] Sure. Uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is your policy number?
[CUSTOMER][NEUTRAL] All right, the policy number is
[CUSTOMER][NEUTRAL] 01
[CUSTOMER][NEUTRAL] 888.
[CUSTOMER][NEUTRAL] 471.
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK, and are you calling from provider's office, [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the patient's name, date of birth?
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] May I please get the data service and the charge amount?
[CUSTOMER][NEUTRAL] Date of service was [PII].
[CUSTOMER][NEUTRAL] The total charge amount was $162.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] $75.
[AGENT][NEUTRAL] OK, thank you, and then can you please give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] It was BSA Amario diagnostic Clinic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, uh, [PII], I'm gonna put you on a brief hold while I'll look up this claim for us and I'll be right back sir.
[CUSTOMER][POSITIVE] Sure, don't worry, take your time.
[CUSTOMER][NEUTRAL] I'm not in a hurry.
[AGENT][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you I appreciate it.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I've got the claim ready for you.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] The claim number is 353-3947.
[AGENT][NEUTRAL] And the claim has been denied because office visits are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Office spaces, no, uh.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Yeah, I guess that there's nothing that I can do with that amount, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I would like to ask, it could be uh a patient responsibility.
[AGENT][NEUTRAL] We don't do patient responsibility. We let the provider decide that.
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Got it. OK. That's uh.
[CUSTOMER][POSITIVE] It's a good one.
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][NEUTRAL] Uh, I guess that I have to ask how to proceed with this.
[CUSTOMER][POSITIVE] All right. Sorry. Thank you so much for your help.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] You're very welcome [PII]. I hope you have a wonderful day. Is that everything I can help you with before we go?
[CUSTOMER][POSITIVE] I really appreciate it.
[CUSTOMER][NEUTRAL] Well, this moment.
[CUSTOMER][NEUTRAL] I guess that everything is
[CUSTOMER][POSITIVE] It's good and done.
[CUSTOMER][NEUTRAL] And have to find out a way to take care of this claim, I guess.
[AGENT][NEUTRAL] Yes, sir.
[AGENT][POSITIVE] OK, well, thank you for calling APL you have a good night.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] You too. Thank you so much for taking my call. Have a great day and almost a wonderful weekend.
[AGENT][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Yes, almost.
[AGENT][POSITIVE] All right, you take care. Bye-bye, [PII].
[CUSTOMER][POSITIVE] Thank you. Bye-bye.