AccountId: 011433970860
ContactId: aba8aa1f-b880-49e6-ac15-02a0f995a4c4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 251600 ms
Total Talk Time (AGENT): 51113 ms
Total Talk Time (CUSTOMER): 92929 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/aba8aa1f-b880-49e6-ac15-02a0f995a4c4_20250619T17:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from MUSC physicians to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Uh thank you. The callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh yeah, sure. The policy number is 022-057772.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, the date of service is [PII], and the total charges is $362 even.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][POSITIVE] Uh, please take your time.
[AGENT][NEUTRAL] OK, sorry about that. Looks like the policy or the claim was received on [PII].
[AGENT][NEUTRAL] Process [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] under the policy.
[CUSTOMER][NEUTRAL] Office visit. OK. So this is not covered as per the patient's plan?
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Thank you so much. And the claim number, please?
[AGENT][NEUTRAL] My number 351-768-5.
[CUSTOMER][NEUTRAL] 35. Mhm. 85.
[CUSTOMER][NEUTRAL] Thank you. And could you send us a copy of you with your fax number?
[AGENT][NEUTRAL] OK, the fax number?
[CUSTOMER][POSITIVE] OK, no thanks so much. Uh thank you. That is [PII]. Attention to my name.
[CUSTOMER][NEUTRAL] Um,
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh yes, please. Uh, may I know the patient's plan name and the plan type?
[AGENT][NEUTRAL] Uh, planning is Medlink.
[AGENT][NEUTRAL] And then the plan type is secondary.
[CUSTOMER][NEUTRAL] My name is. Mhm.
[CUSTOMER][NEUTRAL] The plan type is secondary.
[CUSTOMER][NEUTRAL] OK. Is it PPO or HMO?
[AGENT][NEUTRAL] It's neither. It's a supplementary supplemental secondary policy.
[CUSTOMER][NEUTRAL] Neither the supplementary supplemental secondary policy.
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] And uh may I know the call reference number?
[AGENT][NEUTRAL] A call reference number is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] The call reference number is my name is [PII] and today's safe. Thank you, [PII]. Thank you so much for your assistance. Have a great day and take care. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.