AccountId: 011433970860
ContactId: ace9f251-52b7-4df4-aa3f-6d1ee8b00332
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161660 ms
Total Talk Time (AGENT): 66062 ms
Total Talk Time (CUSTOMER): 55551 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/16/ace9f251-52b7-4df4-aa3f-6d1ee8b00332_20250416T18:25_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey, good, good afternoon. My name is [PII] and I'm calling from Park Avenue on a recorded line. I'm calling regarding a patient's secondary claim.
[AGENT][NEUTRAL] OK, well, I'll be more than happy to help you with the claim. Um, now the phone was going in and out. Did you say you were a dental provider?
[CUSTOMER][NEUTRAL] Um, no, medical provider.
[AGENT][NEUTRAL] OK, and Ms. [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] OK, my direct line is [PII]. Where is my pen?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And um his ID number is [PII].
[CUSTOMER][NEUTRAL] 203.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] OK, and data services 1 [PII] for $70.07.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Alright, so I just located the claim, it's coming up now. Hold on one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, so I'm showing we received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 356-588-887.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And on [PII], the claim was denied because office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] OK, alright, can I get a reference number for this call?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK, and what was your first name?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][POSITIVE] Yeah, the phone was going in and out. Sorry about that, [PII]. Um, OK. All right, I'll go ahead and write this down. Thank you very much and I'll advise the patient.
[AGENT][NEUTRAL] It's OK.
[AGENT][POSITIVE] You're very welcome, [PII]. Was there anything else I can help with?
[CUSTOMER][POSITIVE] No, that's it. Thank you.
[AGENT][POSITIVE] All right, thanks for calling APO. You're welcome. Bye bye.
[CUSTOMER][POSITIVE] Alrighty bye bye