AccountId: 011433970860
ContactId: 9fb6bd2d-46f0-42b2-a637-bcaaccb8bb3d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 212330 ms
Total Talk Time (AGENT): 79021 ms
Total Talk Time (CUSTOMER): 65161 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/9fb6bd2d-46f0-42b2-a637-bcaaccb8bb3d_20250110T18:20_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII], and I'm calling from provider's office to check on the claim.
[AGENT][NEUTRAL] OK, yeah, I could check on the claims freezer. Uh, can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, the policy number is 01678894 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK thank you and what was the name?
[AGENT][NEUTRAL] And date of birth for the insured?
[CUSTOMER][NEUTRAL] My name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that [PII]. what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Date of service is [PII]. Bill amount on this one is $350 even.
[AGENT][NEUTRAL] I'm sorry, could you repeat that bill amount, [PII]?
[CUSTOMER][NEUTRAL] Yes, it's $350 even 350.
[AGENT][NEUTRAL] 350. Got it. OK, thank you. One moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so, so we did receive this claim and we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Offices that are not covered, OK.
[CUSTOMER][NEUTRAL] Can I get the receipt and I'll get on the claim number?
[AGENT][NEUTRAL] Yes, this claim was received on [PII].
[AGENT][NEUTRAL] It was processed [PII].
[AGENT][NEUTRAL] And that claim number is 3506055.
[CUSTOMER][NEUTRAL] OK, and what is the patient's plan name?
[AGENT][NEUTRAL] This is their secondary medical policy. The plan name is Medlink M E D L I N K.
[CUSTOMER][NEUTRAL] You said N E B L I N K, right?
[AGENT][NEUTRAL] M E D L I N K.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much for that information.
[CUSTOMER][NEUTRAL] I'm ready for the call reference number.
[AGENT][NEUTRAL] OK, reference number would just be my first name, last initial, and today's date and so my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with, sir?
[CUSTOMER][POSITIVE] No, that's it from my side. Thank you so much for helping me out.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.