AccountId: 011433970860
ContactId: 9e009095-2488-4147-ad6c-352e24a51c07
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140139 ms
Total Talk Time (AGENT): 62800 ms
Total Talk Time (CUSTOMER): 35072 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/31/9e009095-2488-4147-ad6c-352e24a51c07_20241231T19:30_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Primary Care PC. I'm calling to follow up on a claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to assist you with the claim status, [PII]. And may I have a good contact number in case we disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, phone number is [PII].
[CUSTOMER][NEUTRAL] And the policy number is 024192998.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service for the claim and the total bills?
[CUSTOMER][NEUTRAL] Sure, data service is 93-2024 $470.
[AGENT][NEUTRAL] $470?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, and all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I locate the claim for you.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] PrimaCare PC.
[AGENT][NEUTRAL] OK, so the claim was received on [PII].
[AGENT][NEUTRAL] That claim number is 351.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 358 1.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Because office visits are not covered on this policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I just get a um reference number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII], first initial to my last name is [PII] and today's date.
[CUSTOMER][POSITIVE] OK great thank you.
[AGENT][NEUTRAL] You're welcome, [PII]. Was there anything else I can assist you with today?
[CUSTOMER][POSITIVE] No, that's it thank you very much.
[AGENT][POSITIVE] Alright, thanks for calling APL bye bye.
[CUSTOMER][NEUTRAL] Bye bye.