AccountId: 011433970860
ContactId: a6dd94e7-39f8-417c-8545-819ea5fffcca
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 409779 ms
Total Talk Time (AGENT): 100653 ms
Total Talk Time (CUSTOMER): 65420 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/a6dd94e7-39f8-417c-8545-819ea5fffcca_20250523T17:46_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] My name is [PII] last initial [PII]
[CUSTOMER][POSITIVE] Perfect. Thank you. My name is [PII]. I'm calling from Revere Health about the status of a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and may I have the patient's policy number, Miss?
[CUSTOMER][NEUTRAL] Yes, 0156.
[CUSTOMER][NEUTRAL] 5940.
[AGENT][NEUTRAL] Thank you. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] What's your date of birth?
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][POSITIVE] Perfect, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the amount is $216.
[AGENT][NEUTRAL] OK. [PII]. Um, let me check and see if I have that claim.
[AGENT][NEUTRAL] And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] It looks like we did process the claim. Let me pull up the information.
[AGENT][NEUTRAL] OK. The claim was received on [PII], processed [PII], and it was denied. The reason for this denial is that office visits are not covered by the policy. This is a secondary policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, is there any chance that I could get a copy of that denial EOB?
[AGENT][NEUTRAL] Mhm. Sure. What's the fax number?
[CUSTOMER][NEUTRAL] That number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Your attention is OK?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, how do you spell your name just to make sure I spell it correctly.
[CUSTOMER][NEUTRAL] Uh [PII]
[AGENT][NEUTRAL] OK, thank you. One moment, I'm gonna put you on a brief hold so I can go ahead and send this out to you right now, OK?
[CUSTOMER][POSITIVE] Perfect, thank you so much.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold
[AGENT][POSITIVE] Thank you for holding and being patient for me, Ms. [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] Um, just reference number if you have one.
[AGENT][NEUTRAL] We don't have one. You can use my name in today's date if you would like. Do you need the spelling of my name?
[CUSTOMER][POSITIVE] Uh, no, I got that. Thank you so much.
[AGENT][POSITIVE] OK. You're welcome and thank you for calling APL. You have a good day, Ms. [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.