AccountId: 011433970860
ContactId: aff90b66-a2b1-478e-a913-4d73dad91bbc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192520 ms
Total Talk Time (AGENT): 99889 ms
Total Talk Time (CUSTOMER): 71961 ms
Interruptions: 1
Overall Sentiment: AGENT=2.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/aff90b66-a2b1-478e-a913-4d73dad91bbc_20250404T15:26_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] I was wondering if you could give me a claim status.
[AGENT][POSITIVE] It would be my pleasure to help you with claim status. May I ask your name?
[CUSTOMER][NEUTRAL] My name is [PII] and I'm calling from the Eye Institute.
[AGENT][POSITIVE] Thank you, [PII], and a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] I've got 02474521.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] maybe um [PII] I'm not really quite sure [PII].
[AGENT][NEUTRAL] Sure.
[AGENT][NEUTRAL] Me either.
[AGENT][POSITIVE] All right, thank you. [PII], I've never seen that one before.
[CUSTOMER][NEUTRAL] [PII] maybe something like that.
[CUSTOMER][NEUTRAL] I haven't either.
[AGENT][NEUTRAL] All right, well, I can help you with claim status for, we'll go with [PII].
[AGENT][NEUTRAL] What is that date of service, please?
[CUSTOMER][NEUTRAL] OK, that's easier.
[CUSTOMER][NEUTRAL] It's [PII] with a billed amount of $250.
[AGENT][POSITIVE] Alright thank you and the facility name please ma'am.
[CUSTOMER][NEUTRAL] The I institute
[AGENT][POSITIVE] Oh, you said that. I'm so sorry.
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] You said your name and I already forgot it so.
[AGENT][POSITIVE] I can help you with that too.
[CUSTOMER][NEUTRAL] It just goes.
[AGENT][NEUTRAL] It's Friday.
[AGENT][NEUTRAL] My name, my name is [PII].
[CUSTOMER][POSITIVE] Yeah, thank goodness.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Alright.
[AGENT][NEUTRAL] And [PII], I do see we received that claim for [PII] on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] It was denied as office visits are not covered under the patient's plan, and I can provide that claim number if you would like.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] Sure, let's get that one.
[AGENT][NEUTRAL] That claim number.
[AGENT][NEUTRAL] is 357.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 645 9.
[CUSTOMER][POSITIVE] OK all right thank you I appreciate that.
[AGENT][POSITIVE] My pleasure. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, just patient responsibility on the $95 well, just whatever the balance is left over, so obviously.
[AGENT][NEUTRAL] So we're, yeah, we're not major medical. We don't determine patient responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I see, I see, OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right awesome do you have any type of call reference number?
[AGENT][POSITIVE] It's gonna be my name and today's date, and I spell my name [PII], and it was a pleasure to assist you with that claim status. I hope you have a wonderful afternoon and a great weekend.
[CUSTOMER][POSITIVE] Thank you you as well I appreciate that bye bye.
[AGENT][POSITIVE] Thank you, [PII]. Take care. Bye-bye.