AccountId: 011433970860
ContactId: b09b5063-9404-4045-9164-2b476c76a0d2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 330910 ms
Total Talk Time (AGENT): 68857 ms
Total Talk Time (CUSTOMER): 75220 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/b09b5063-9404-4045-9164-2b476c76a0d2_20250624T20:08_UTC.wav
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[AGENT][NEUTRAL] Call APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] Uh, what was it, what did you say?
[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, um, I got a bill from, um, a lab, a laboratory, and I, but for some reason my insurance didn't pay it. I'd like to figure out why.
[AGENT][NEUTRAL] Sure, I can assist you with that. Can I have a policy number for you?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02588042
[AGENT][NEUTRAL] What is your name, mailing address, and your date of birth?
[CUSTOMER][NEUTRAL] Um, [PII], um, [PII], and my address is [PII].
[AGENT][NEUTRAL] And what is your email address that we have on file for you?
[CUSTOMER][NEUTRAL] Uh, it should be [PII].
[AGENT][NEUTRAL] And what's a good call back number for you, [PII] just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Thank you, do you have a date of service?
[CUSTOMER][NEUTRAL] Um, let's see.
[CUSTOMER][NEUTRAL] share it.
[CUSTOMER][NEUTRAL] Um, it looks like.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mm 143214.
[AGENT][NEUTRAL] And what's the total bill amount?
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] 4
[CUSTOMER][NEUTRAL] And $91.
[AGENT][NEUTRAL] Thank you. Is it for course diagnostic?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] It shows that
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Shows that your policy does not cover lab services.
[AGENT][NEGATIVE] It was denied due to the policy not covering layup services. Yes, unless it's considered as a wellness visit, but this, I'm not sure if this was a wellness visit.
[CUSTOMER][NEUTRAL] Uh, none at all.
[CUSTOMER][NEUTRAL] Oh, this was a wellness visit. It was a women's wellness visit.
[AGENT][NEUTRAL] I may I place you on a brief hold to look at the claim itself that was submitted? I'll be right back. Thank you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding. So it wasn't for wellness, however, the lab is not covered under this policy.
[CUSTOMER][NEUTRAL] So it's the, um, is it because the
[CUSTOMER][NEGATIVE] The physician didn't submit it as a wellness.
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. All right, cool. Um, let me, uh, let me call her and see what's up with that, and then, um, I'll call you all back then.
[AGENT][NEUTRAL] Alright, is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] Uh, nope. Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day. Bye bye.