AccountId: 011433970860
ContactId: b67743e7-baae-400e-8651-91a9708e0cbf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147770 ms
Total Talk Time (AGENT): 59282 ms
Total Talk Time (CUSTOMER): 48518 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/b67743e7-baae-400e-8651-91a9708e0cbf_20250206T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get some info.
[CUSTOMER][NEUTRAL] Um, on a claim, on a denial actually.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] OK, I'm happy to check on the time for you. Do we have the policy number claim number?
[CUSTOMER][NEUTRAL] Yes, well, the policy number, yes ma'am, it is 024.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 542
[CUSTOMER][NEUTRAL] 42
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] M for Mama, L for Lima, and the number 8.
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And if I could get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, ma'am, it's [PII], and it is [PII].
[AGENT][NEUTRAL] Thank you for that and then what's the date of service?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right. And then the build them out?
[CUSTOMER][NEUTRAL] It is for $26,830.67.
[AGENT][NEUTRAL] OK, so it looks like the claim was denied. We need the explanation of benefits from the primary insurance to see what they paid.
[CUSTOMER][NEUTRAL] OK, now where can I submit that information? Can I fax it to you all?
[AGENT][POSITIVE] Yeah, absolutely. I can give you the fax number.
[CUSTOMER][POSITIVE] Yes ma'am, I'm ready.
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK. And can I get your name and the reference number for this call?
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] All right, thank you so much for your help.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.