AccountId: 011433970860
ContactId: ab131d81-88a7-4de7-9fc4-7ea6b2734ede
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245710 ms
Total Talk Time (AGENT): 85331 ms
Total Talk Time (CUSTOMER): 92340 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/ab131d81-88a7-4de7-9fc4-7ea6b2734ede_20250122T14:57_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the medical clinic, calling for the claim status of and claim.
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Spell that for me?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, you're checking your claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, can I get the policy number and I get the phone number for you?
[CUSTOMER][NEUTRAL] Sure. Uh, it's [PII].
[AGENT][NEUTRAL] And uh mhm. And your phone number.
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] Your phone number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, you're cutting in and out, [PII]. I have [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII] and [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and what's the date of service of the claim?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] $618.
[AGENT][NEUTRAL] OK. Can you repeat the patient's name and their date of birth for me?
[CUSTOMER][NEUTRAL] Yes, it's [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And can you repeat the total bill charge for me, please?
[CUSTOMER][NEUTRAL] $618.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, I'm showing that that claim was not, is not payable because office visits are not covered under the patient's policy. I show that this claim was received.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Process [PII].
[AGENT][NEUTRAL] And let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Yes, tell me the claim number.
[AGENT][NEUTRAL] It's 352-668-87.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And you can also check your claim status on our online service center at [PII].
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Yes, and can you provide me the, uh, can you send me the EOP via the fax? I can provide you the fax number.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] Yes. That is [PII].
[AGENT][NEUTRAL] OK, allow at least 24 hours to receive that explanation of benefits, OK? Anything else?
[CUSTOMER][NEUTRAL] OK. Uh yeah, can you verify the fax number, otherwise, I will not receive that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Can I verify the fax number that I gave to you is correct or not?
[AGENT][NEUTRAL] You gave me [PII].
[CUSTOMER][NEUTRAL] Yes, correct. Uh, and can you provide me the call reference number for this call?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][NEUTRAL] Your name?
[AGENT][NEUTRAL] [PII], first initial last name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome thanks for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.