AccountId: 011433970860
ContactId: badbfe8b-f5b3-4447-8457-312236fce14c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221199 ms
Total Talk Time (AGENT): 76994 ms
Total Talk Time (CUSTOMER): 87711 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/badbfe8b-f5b3-4447-8457-312236fce14c_20250305T20:11_UTC.wav
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[AGENT][NEUTRAL] Contacting ATM. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, this is [PII] calling from the provider's office checking on the claim status and can you spell your name for me once actually your voice is a bit low.
[AGENT][NEUTRAL] It's, it's [PII] and I'm sorry, I didn't catch your name.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and initial last name is [PII].
[AGENT][NEUTRAL] OK, thank you very much. I, uh, what is that policy number that we're looking at today?
[CUSTOMER][NEUTRAL] Yeah, it's uh
[CUSTOMER][NEUTRAL] Yeah, it's 01841206. M as in Mary, L as in Lima, and number 7.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Yeah, the patience.
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is uh [PII], and the date of birth is [PII].
[AGENT][POSITIVE] OK, I appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII].
[AGENT][POSITIVE] I appreciate that. And what's the data service that we're looking for?
[CUSTOMER][NEUTRAL] Yeah, the data service is on.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the charge amount is $348 even.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Thank you very much. Your claim number is 3,549,300.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you repeat that once again? It's 354.
[AGENT][NEUTRAL] And yes, of course. Um, it's uh 354.
[AGENT][NEUTRAL] 93
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 00
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Now, it looks like we received that claim.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] On the [PII] and we processed it on the [PII].
[AGENT][NEUTRAL] Uh, but these policies don't cover that office visit. Um, so the office visit was not covered on this, uh.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] It covers uh
[AGENT][NEGATIVE] Treatment within a physician's office but not the office visit co-pay. So we were unable to, to pay that.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thanks for that. So when was the claim or processed?
[AGENT][NEUTRAL] Yeah, the claim was processed on the [PII].
[CUSTOMER][NEUTRAL] OK, just give me a second, let me document it.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] Bye
[CUSTOMER][NEUTRAL] OK, so can you fax us uh it will be for this one?
[AGENT][NEUTRAL] Yes, I certainly can. And what is your fax number, please?
[CUSTOMER][NEUTRAL] Yeah, it's uh [PII]. Sorry, it's uh I just put the callback number yeah the fax number is [PII].
[CUSTOMER][NEUTRAL] And I would like to confirm the claim number it's uh 354-9300, right?
[AGENT][POSITIVE] That is correct, yes.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] And please attention to my name, [PII].
[AGENT][NEUTRAL] [PII]. OK, I can certainly do that. Is there any other claim that I can look up for you, [PII]?
[CUSTOMER][NEGATIVE] No, nothing.
[AGENT][NEUTRAL] OK, well, let me go ahead and send this to you. If you have any questions once you get it, just let us know. Um, otherwise, thank you for contacting APL. Hope you have a very good day.