AccountId: 011433970860
ContactId: a9edcb13-8bd1-42db-94cf-64960a7fd837
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176240 ms
Total Talk Time (AGENT): 75612 ms
Total Talk Time (CUSTOMER): 50560 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/13/a9edcb13-8bd1-42db-94cf-64960a7fd837_20250213T19:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I need to check the status of the claim, please.
[AGENT][POSITIVE] OK, [PII], happy to help today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Is 02545827.
[AGENT][NEUTRAL] OK. Take a look here. One moment.
[AGENT][NEUTRAL] And [PII], if I can get the uh patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]'s date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And what is the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII] with a total charge of $2,878.
[AGENT][NEUTRAL] All right, thank you. Let's see here.
[AGENT][NEGATIVE] Alright, so it looks like we did receive this claim. It looks like it was denied. uh, the patient had already met their outpatient benefit max for the year, so there was nothing payable.
[CUSTOMER][NEUTRAL] OK, can you fax me a copy of that or that denial EOB?
[AGENT][POSITIVE] Yeah, absolutely. What's a good facts?
[CUSTOMER][NEUTRAL] 3372392447
[AGENT][NEUTRAL] OK, and just to confirm that was 337239-2447, correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][POSITIVE] OK, great.
[AGENT][POSITIVE] I'm sending that now should be there in about 5 minutes. Is there anything else I can help with here today?
[CUSTOMER][NEUTRAL] Just a reference number for this call.
[AGENT][NEUTRAL] Yes ma'am, that call reference would my name with my last initial then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] All right. Uh thank you very much. You have a great day. Oh, can I get the claim number?
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] I'm sorry.
[AGENT][POSITIVE] Yes, absolutely, no problem. Claim number is 355.
[AGENT][NEUTRAL] 0717.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You take care.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.