AccountId: 011433970860
ContactId: 9b02b028-d049-42a2-97f1-d5129b398006
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220259 ms
Total Talk Time (AGENT): 46139 ms
Total Talk Time (CUSTOMER): 88990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/9b02b028-d049-42a2-97f1-d5129b398006_20250425T13:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, yeah, good morning. My name is [PII]. I call from the Center for bone and joint Surgery of the Palm Beach. Um, I have a question for the clinic started.
[AGENT][NEUTRAL] OK, I can help you with claim status, and I didn't catch your name. What was that?
[CUSTOMER][NEUTRAL] At [PII].
[AGENT][NEUTRAL] [PII], OK.
[AGENT][NEUTRAL] Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 02549553.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yeah, data service, [PII].
[CUSTOMER][NEUTRAL] And the bill amount is um one second.
[CUSTOMER][NEUTRAL] 600.
[CUSTOMER][NEUTRAL] 15
[CUSTOMER][NEUTRAL] 89 cents.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Oh, sorry, sorry, sorry, I, it's my um.
[CUSTOMER][NEUTRAL] The amount is 900.
[CUSTOMER][NEUTRAL] And 90.86 cents, sorry.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like we received the claim on 4-1-2025, and that was processed 4-4-2025.
[AGENT][NEUTRAL] Uh, we made a payment of 10993.
[CUSTOMER][NEUTRAL] Um, um, what is the reason?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] 49 CPT 99204 modifier 25.
[AGENT][NEUTRAL] Um, the office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Oh, not covered.
[CUSTOMER][NEUTRAL] OK. I'm sorry. Can you repeat, uh, how much?
[CUSTOMER][NEUTRAL] Is the payment?
[AGENT][NEUTRAL] It's 10993.
[CUSTOMER][NEUTRAL] Oh, I'm sorry, uh, one.
[AGENT][NEUTRAL] 109.93.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] 93.
[CUSTOMER][POSITIVE] OK, perfect.
[CUSTOMER][NEUTRAL] OK, thank you. I'm sorry, can you repeat your name one more time?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] OK. Thank you, [PII]. And your reference number?
[AGENT][NEUTRAL] That's just my name and today's date. And can I help with anything else?
[CUSTOMER][POSITIVE] Oh, that's it. Thank you for your help.
[AGENT][POSITIVE] Thank you for calling APL. Have a great weekend. Thank you.
[CUSTOMER][POSITIVE] Happy weekend.