AccountId: 011433970860
ContactId: bac15b10-cfb5-422b-9a04-0241d1f9e296
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 120860 ms
Total Talk Time (AGENT): 72743 ms
Total Talk Time (CUSTOMER): 32863 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/25/bac15b10-cfb5-422b-9a04-0241d1f9e296_20250225T18:47_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Motion Orthopedics, uh, calling for claim status, please.
[AGENT][NEUTRAL] I can help with the claim. Great. What is that policy number we're looking at today?
[CUSTOMER][NEUTRAL] 02006185
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I appreciate that. Thank you. I just need a callback number, please, in the event that we're disconnected.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Perfect, thank you. What's that date of service we're looking for for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And is there a particular build amount that I should look for?
[CUSTOMER][NEUTRAL] $333.72.
[AGENT][POSITIVE] I appreciate that. Thanks, the claim number is 355.
[AGENT][NEUTRAL] 984 5. So that's 3559845.
[AGENT][NEUTRAL] The claim looks like it was received uh in our office, um.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] 45. On the [PII], we process it on the [PII]. Now the policy doesn't cover the office visits. It covers treatment within the physician's office, but not the office visit itself. So, we were unable to pay that claim, um.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] All right. And would you be able to fax me maybe the EOB?
[AGENT][POSITIVE] Absolutely. What is your fax number, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]. OK, great. Now, is this the only one that we're looking at uh.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Yeah, that's the only one I needed.
[AGENT][NEUTRAL] OK, I'll go ahead and send that to you, um, and, uh, you should be getting that. It it generally takes about 30 minutes for those to, uh to be sent through, but uh I will have that sent to you.
[CUSTOMER][POSITIVE] OK, great. Thank you very much then.
[AGENT][POSITIVE] Mhm thanks for contacting I have a.