AccountId: 011433970860
ContactId: b4897c0b-f5ea-4433-96a8-e6c0ac46be97
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298299 ms
Total Talk Time (AGENT): 76035 ms
Total Talk Time (CUSTOMER): 140723 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/25/b4897c0b-f5ea-4433-96a8-e6c0ac46be97_20250425T18:53_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from office to check on a claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today and if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yeah, sure. It's going to be [PII] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yeah, one moment.
[CUSTOMER][NEUTRAL] Then the policy number, one more. Yeah. The policy number is going to be 01569897 M as in Mike L as in Lima H.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah. The patient name is going to be [PII] The date of birth is [PII].
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] I have 2 claims for this member. Shall I provide it by 1 by 1 or you need it both?
[AGENT][NEUTRAL] Yeah, one by one.
[CUSTOMER][NEUTRAL] Yeah, OK. The first data service is on [PII] with the amount of $299 even.
[AGENT][NEUTRAL] Thank you for that information. So I'm showing and what's your tax ID?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing that claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, one moment shop.
[CUSTOMER][NEUTRAL] Visits or not.
[CUSTOMER][NEUTRAL] Covered under the member's plan.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. May I know the received date?
[AGENT][NEUTRAL] Claim was received on [PII]. Claim denied on [PII].
[CUSTOMER][NEUTRAL] OK, [PII]. May I know the claim number for that?
[AGENT][NEUTRAL] 356-658-5
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And can you spell out your name for documentation purpose?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And uh can you provide the, your copy of the fax number? Shall I provide it for you?
[AGENT][NEUTRAL] OK, what's that fax number?
[CUSTOMER][NEUTRAL] Yes, sir. It's going to be [PII].
[AGENT][NEUTRAL] That's [PII].
[CUSTOMER][NEUTRAL] Yeah, with the attention of my name, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the 2nd claim number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, sorry for that. It's for the different number. And may I know the call reference for this number?
[AGENT][NEUTRAL] Oh, let me
[AGENT][NEUTRAL] OK, let me notate this one moment.
[CUSTOMER][NEUTRAL] Yeah, sorry for that and now only I got that information.
[AGENT][NEUTRAL] And what's the next policy number?
[CUSTOMER][NEUTRAL] Yeah. And it's going to be 01879285 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah. Patient name is going to be [PII] The last name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Data service?
[CUSTOMER][NEUTRAL] It's going to be [PII] with the amount of $193 even.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm showing the claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Same reason. OK. And uh may I know the claim number for that?
[AGENT][NEUTRAL] Claim number is 356-623-7.
[CUSTOMER][NEUTRAL] And may I know the date and the date.
[AGENT][NEUTRAL] Claim was received on [PII]. Claim denied on [PII].
[CUSTOMER][POSITIVE] OK, thank you for that. I need, I need a UB copy for this too.
[CUSTOMER][NEUTRAL] On the same fax number.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Same fax number?
[CUSTOMER][NEUTRAL] And may I know the turnaround time for that? Yeah.
[AGENT][NEUTRAL] Um, yeah, within the next 15 minutes.
[CUSTOMER][NEUTRAL] OK, thank you for that. May I know the call reference for this call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, thank you for that and thank you for helping me today. Bye bye, take care.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] Yeah.