AccountId: 011433970860
ContactId: 9f7b23d7-8378-42e9-a2eb-962353693df1
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164300 ms
Total Talk Time (AGENT): 65181 ms
Total Talk Time (CUSTOMER): 47232 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/9f7b23d7-8378-42e9-a2eb-962353693df1_20250211T19:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII], yes, my name is [PII] and I am calling to check the status of a claim for a patient, please.
[AGENT][NEUTRAL] All right, [PII], I'm happy to check on a claim. What's their policy number?
[CUSTOMER][NEUTRAL] It is 01650585 M like in Mary, L like in Lima 8.
[AGENT][NEUTRAL] All right, let me pull this up here one moment.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and then date of service?
[CUSTOMER][NEUTRAL] Excuse me, [PII].
[AGENT][NEUTRAL] And then build amount.
[CUSTOMER][NEUTRAL] $270?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so it looks like we did receive the claim, uh, it looks like it was denied office visits are not covered under the member's policy.
[AGENT][NEUTRAL] And so yeah, it looks like the claim itself was denied.
[CUSTOMER][NEUTRAL] Office visits are not covered? OK.
[CUSTOMER][NEUTRAL] Um, can we get a copy of that EOB?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. Do you have a good fax number I can fax it to you?
[CUSTOMER][NEUTRAL] I do.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Just to confirm, I had [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][POSITIVE] Alright, I am sending that now. It should be there in about 5 minutes. Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Yes, do you have, well, do you have a reference number for today, [PII]?
[AGENT][POSITIVE] Yeah, absolutely. Call references my name with my last initial today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] Awesome thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, [PII]. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.