AccountId: 011433970860
ContactId: ac50539f-75b4-42e7-ab63-2ad5b02306d3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162190 ms
Total Talk Time (AGENT): 56418 ms
Total Talk Time (CUSTOMER): 54760 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/ac50539f-75b4-42e7-ab63-2ad5b02306d3_20250227T16:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes [PII], my name is [PII] and I'm with South Florida Urology. I was on the provider portal and I checked the claim status, but it's not pulling anything up, so I just need to make sure that you guys don't have this claim on file before I resubmit it.
[AGENT][POSITIVE] Oh, OK, yeah, absolutely, [PII]. I'm happy to check a claim. What's the policy number?
[CUSTOMER][NEUTRAL] It is 01851504.
[AGENT][NEUTRAL] Up here.
[AGENT][NEUTRAL] All right. And then [PII], if I could get the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] Um, [PII] [PII].
[AGENT][POSITIVE] Alright thank you so much and then what's the date of service?
[CUSTOMER][NEUTRAL] Uh, data services 10 $22.24 for a billed amount of $239.66.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] OK, so looks like [PII], we did receive this claim. Uh, the claim was denied for [PII]. It looks like the calendar maximum of 4 office visits has already had already been met, so there was nothing payable for this.
[CUSTOMER][NEUTRAL] OK, did you have a claim number by chance?
[AGENT][NEUTRAL] Absolutely, uh, claim number is going to be 3558677.
[CUSTOMER][NEUTRAL] OK, that way I can pull it up by we can pull it up by the claim number right on the portal site and then OK, then I can just get the EOB off there then OK alright that is all that I needed if I could just get a reference number for the call.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Oh
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial than today's date. The last initial to my name is [PII], first name again is [PII].
[CUSTOMER][POSITIVE] All right thank you very much you have a good day.
[AGENT][NEUTRAL] You too, [PII]. Bye bye.
[CUSTOMER][NEUTRAL] Uh huh bye bye.