AccountId: 011433970860
ContactId: afb1adc1-8138-4310-b80d-c7871456a0c5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198940 ms
Total Talk Time (AGENT): 81163 ms
Total Talk Time (CUSTOMER): 50971 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/afb1adc1-8138-4310-b80d-c7871456a0c5_20250624T13:53_UTC.wav
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[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Hello. Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] OK, hi.
[CUSTOMER][NEUTRAL] Yeah, hi, uh, my name is [PII] calling from the provider's office, taking on the claims.
[AGENT][NEUTRAL] Sure, I can assist you with that. Did you say your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Well, can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] [PII]. The policy number is 02579983.
[AGENT][NEUTRAL] Could you verify that patient's name and date of birth that you're calling to check the status of the claim and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], the total charges $542 even.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] For $542.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. There was no payment made on this claim [PII], and the reason why is because office visits are not covered for the policy. The member's policy does not cover office visits.
[CUSTOMER][NEUTRAL] So this was the supplement gap plan.
[AGENT][NEUTRAL] Yes, that's correct and it does not cover office visits.
[CUSTOMER][NEUTRAL] Got it. Can I get the claim number?
[AGENT][NEUTRAL] Of course, it is 35859, I'm sorry, 3585059.
[CUSTOMER][NEUTRAL] Got it. And is it possible to fax me a copy of your pay?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the fax number that you would like this information to be sent over to?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] I have [PII].
[CUSTOMER][POSITIVE] Yes, that's perfect.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, when I can expect the fact?
[AGENT][POSITIVE] Well, I'm sending it over to you now. I'm not sure how long it would take to be delivered, but I'm sending it over for you now.
[CUSTOMER][NEUTRAL] Mhm. Got it.
[CUSTOMER][NEUTRAL] Can you spell it out for me?
[AGENT][NEUTRAL] Um, my name is [PII] and today's date is a reference.
[CUSTOMER][POSITIVE] Got it. Thank you. Have a wonderful day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL. You have a great one as well, Will. Goodbye.
[CUSTOMER][NEUTRAL] Bye.