AccountId: 011433970860
ContactId: b685cfd0-c097-4ada-b9a6-ce15a329f613
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 273299 ms
Total Talk Time (AGENT): 77838 ms
Total Talk Time (CUSTOMER): 105135 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/2025/04/21/b685cfd0-c097-4ada-b9a6-ce15a329f613_20250421T15:25_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII]. I have a provider's office on the line and they are wanting to check claim status on a policy.
[AGENT][NEUTRAL] OK, what's that policy number?
[CUSTOMER][NEUTRAL] It's 184-9102.
[AGENT][NEUTRAL] And what's the person calling's name?
[CUSTOMER][NEUTRAL] Her name is [PII].
[AGENT][NEUTRAL] [PII], and do you have a callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] And she did give me extension. Do you want that extension?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] And I did, she said the claim is on Brenda part two and the date of service is [PII] for $610.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] All righty, here she comes. Thank you.
[AGENT][NEUTRAL] This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from the provider's office to check on a claim status. Can you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with that. What was one of the procedure codes? Is it for a facility bill or doctor's charge?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's a provider's office.
[AGENT][NEUTRAL] OK, hold on one moment, I'll look that up for you.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] OK, we did get that claim in for $1220.24 $610 and it was denied for wellness is not covered.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. Can you please provide me the date again?
[AGENT][NEUTRAL] Provide you the what?
[CUSTOMER][NEUTRAL] Claims received it.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And it was processed [PII].
[CUSTOMER][NEGATIVE] Denied date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Denied wellness is not covered, am I right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] So it's non-covered as per patient's plan.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. What will be the claim number?
[AGENT][NEUTRAL] 355-9770.
[CUSTOMER][NEUTRAL] Can you just repeat the claim number, ma'am?
[AGENT][NEUTRAL] 355-9770
[CUSTOMER][NEUTRAL] Thank you. It's 355-9770. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can you please fax the copy of COB?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you.
[CUSTOMER][NEUTRAL] OK. Uh, uh, well, we can receive it within 2 days.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you. And can we bill patient for this amount?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] Can I get a call reference please?
[AGENT][NEUTRAL] We do not have file reference numbers. You can use my name in today's date.
[CUSTOMER][NEUTRAL] My name
[CUSTOMER][POSITIVE] Thank you so much for that information and have a wonderful day. bye.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.