AccountId: 011433970860
ContactId: ad9200f6-fd7d-4adc-94be-bd457796bdb4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186259 ms
Total Talk Time (AGENT): 87359 ms
Total Talk Time (CUSTOMER): 55803 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/ad9200f6-fd7d-4adc-94be-bd457796bdb4_20250206T15:01_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's [PII]. I'm calling from the provisor's office. checking the status of a claim.
[AGENT][POSITIVE] OK, I'm so sorry, may I have your name again? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] [PII], thank you, and your callback number if we are disconnected.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What is the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 019883
[CUSTOMER][NEUTRAL] 99 ML 8.
[AGENT][POSITIVE] Thank you, [PII]. One moment, let me get that pulled up.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Appreciate your patience and if you would also verify that member's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, thank you very much for the information. And what is the date of service and build them out? I can help you with claim status.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] $752.43.
[AGENT][NEUTRAL] OK, that was [PII], it was $752.43. OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Can you verify the procedure code or codes billed?
[CUSTOMER][NEUTRAL] 992,131,700,417,110 and 11102.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was received on [PII], and it was processed and denied on [PII]. Um, office visits are not covered under this policy, as well as services inside the doctor's office or clinic.
[CUSTOMER][NEUTRAL] Perfect reference number?
[AGENT][NEUTRAL] A reference number, we do not use reference numbers. You can use my name and today's date. My last initial is [PII]. Would you like that claim number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK, it is 3557421 and also [PII], you're able to check claim status by visiting our secure portal at [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what was that one secure?
[AGENT][NEUTRAL] Yes ma'am, [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] do I have to register?
[AGENT][NEUTRAL] Yes ma'am, and you can and the claim number that I provided you, you should be able to register with that.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK, 3557421.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much.
[AGENT][POSITIVE] You're very welcome. You're very welcome, [PII], and thank you for calling AP. You have a great day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] OK bye bye.