AccountId: 011433970860
ContactId: 9c72fbb5-c209-46af-bfb7-061595403ed1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 487179 ms
Total Talk Time (AGENT): 134198 ms
Total Talk Time (CUSTOMER): 78768 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/9c72fbb5-c209-46af-bfb7-061595403ed1_20250430T15:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider's office to check the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Member ID is going to be 02589486.
[CUSTOMER][NEUTRAL] And the patient's name is [PII]. Date of birth will be [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, I do show that [PII]'s policy. Can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Sure. Uh, date of service is going to be [PII] with a charged amount of $160 even.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Uh, the balance amount is $25.
[AGENT][NEUTRAL] OK, and what is the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Sure. Name of the provider is [PII].
[AGENT][NEUTRAL] OK, Miss [PII], I'm gonna put you on a quick hold while I look up this claim and I'll be right back with you, ma'am.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you so much [PII] for holding for me. So I have the claim information for you, the claim.
[AGENT][NEUTRAL] Number is 358-694-6.
[AGENT][NEUTRAL] The claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you provide me the processed date?
[AGENT][POSITIVE] Yes ma'am, let me look that up for you real quick.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on [PII].
[CUSTOMER][POSITIVE] OK, thank you so much and I do have one more data service uh to check.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, is it for the same patient?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what is that data service and charge amount?
[CUSTOMER][NEUTRAL] Sure, the date of service is going to be [PII] with the charge amount of $160 even.
[AGENT][NEUTRAL] OK, and then the charges after the primary paid their part?
[CUSTOMER][NEUTRAL] Yes, it's $25.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick it is also for [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim and I'll be right back with you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you [PII] for holding for me. I have the claim information for you.
[AGENT][NEUTRAL] The claim number is 358.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] 687 9.
[AGENT][NEUTRAL] This claim was also denied because often visits are not covered under the patient's policy.
[AGENT][NEUTRAL] The claim was also received on [PII] and processed on [PII].
[CUSTOMER][POSITIVE] Got it. Thank you so much. And could you please spell out your name for me?
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. And the call reference number for this call?
[AGENT][NEUTRAL] It would be my name and today's date.
[CUSTOMER][POSITIVE] Got it, thank you so much.
[AGENT][POSITIVE] You're welcome, [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][POSITIVE] That's all for today, thank you.
[AGENT][POSITIVE] OK, well you have a wonderful rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye