AccountId: 011433970860
ContactId: a8cd81f9-27c0-49a2-8a5a-a73f4fcbe096
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 446910 ms
Total Talk Time (AGENT): 96300 ms
Total Talk Time (CUSTOMER): 89560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/a8cd81f9-27c0-49a2-8a5a-a73f4fcbe096_20250603T19:42_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] Uh, this is [PII] calling from provides office checking on claim status and the last name initial [PII].
[AGENT][NEUTRAL] OK, sure. I can assist you with claim status, and you say your name is [PII]?
[CUSTOMER][NEUTRAL] Oh yes, that would be [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The [PII].
[AGENT][POSITIVE] Thank you. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Right sure callback number would be [PII] direct line only.
[AGENT][NEUTRAL] OK. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] But, and the patient's policy number is 1940409.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Oh sure. Patient's last name is [PII], and the first name is [PII].
[AGENT][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] Date of birth would be [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][POSITIVE] Thank you so much for that. Date of service would be [PII].
[CUSTOMER][NEUTRAL] And 2 for the total bill amount.
[CUSTOMER][NEUTRAL] That would be $348 even.
[AGENT][NEUTRAL] OK, thank you. So that's [PII] for [PII] evening. Is that correct?
[CUSTOMER][POSITIVE] Yes, [PII]. Perfect.
[AGENT][NEUTRAL] OK, let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII], and that's just optional. And let's see.
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, looks like we received the claim on [PII]. Processed the claim [PII], and the claim was denied. The reason for this denial is that office visits are not covered under this policy.
[CUSTOMER][POSITIVE] Thank you so much for your information. I appreciated that. Can you please kindly fax the EOB to a fax number?
[AGENT][NEUTRAL] Mm.
[AGENT][NEUTRAL] OK, I have my fax number.
[CUSTOMER][POSITIVE] Thank you so much for that. And the fax number would be [PII]. Attention to my name, [PII].
[AGENT][NEUTRAL] OK, and that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you mind holding for me while I send this out to you while I got you on the line?
[CUSTOMER][POSITIVE] Oh, no problem for that. Take your time.
[AGENT][POSITIVE] Thank you.
[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, Mr. [PII]. Yeah, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I'm gonna help you with today?
[CUSTOMER][NEUTRAL] Can you please spell your name for me?
[AGENT][NEUTRAL] Sure, that's [PII], that's initial [PII].
[CUSTOMER][POSITIVE] Thank you so much, [PII]. Thank you so much for help. Can you please provide me the call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's day.
[CUSTOMER][POSITIVE] Thanks so much for that. You have a great day. Bye for now.
[AGENT][POSITIVE] You as well. Thank you for calling APL. Bye-bye.