AccountId: 011433970860
ContactId: badf9b22-379e-4af2-85d7-80a96be296dd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 235779 ms
Total Talk Time (AGENT): 100384 ms
Total Talk Time (CUSTOMER): 116261 ms
Interruptions: 5
Overall Sentiment: AGENT=0.4, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/badf9b22-379e-4af2-85d7-80a96be296dd_20250429T14:15_UTC.wav
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[AGENT][NEUTRAL] For contacting ATO. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Boston Medical Center looking for a claim status. Uh, could you please spell your name for my documentation purpose?
[AGENT][NEUTRAL] Yes, it's [PII] And how do you spell your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][POSITIVE] Oh, am I. Thank you very much, [PII]. What is that policy number that we're looking at, please?
[CUSTOMER][NEUTRAL] Uh yes, the policy number is going to be
[CUSTOMER][NEUTRAL] 02405607
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Uh, the patient name is [PII]. And the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And her date of birth, please?
[AGENT][NEUTRAL] Thank you. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] It is a loud
[CUSTOMER][NEUTRAL] Uh yes, the call, our callback number is [PII].
[AGENT][POSITIVE] I appreciate that. What data of service are we looking for for [PII]?
[CUSTOMER][NEUTRAL] Ah sorry, what did you say?
[AGENT][NEUTRAL] Uh, what, what date of service, the, the day that we're looking for?
[CUSTOMER][NEUTRAL] Uh yes. It's [PII].
[CUSTOMER][NEUTRAL] It's
[AGENT][NEUTRAL] OK, yes, and is there a bill amount?
[CUSTOMER][NEUTRAL] And the bill amount is going to be $1,226 even.
[AGENT][NEUTRAL] Thank you. Your claim number for this movie is 35.
[AGENT][NEUTRAL] 07
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 248
[CUSTOMER][NEUTRAL] But this.
[AGENT][NEUTRAL] And it looks like we received that uh for um that particular claim, waiting for it to come up. It looks like we received that particular claim on the [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] On Monday so.
[AGENT][NEUTRAL] And we processed it on the [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII]. Now the policy does not cover.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] occupational.
[AGENT][NEUTRAL] Or speech therapy.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEGATIVE] So, the claim was not, was not covered. So it was denied because it doesn't cover the type of therapy that [PII] was doing.
[CUSTOMER][NEUTRAL] Is the
[CUSTOMER][NEUTRAL] made by the patient.
[CUSTOMER][NEUTRAL] OK. Uh.
[CUSTOMER][NEUTRAL] Uh, could you please fax is the denial E or B?
[AGENT][NEUTRAL] Yes, and what is your fax number, please?
[CUSTOMER][NEUTRAL] Yes, it's a
[CUSTOMER][NEUTRAL] Uh, allow me a moment. It's [PII].
[CUSTOMER][NEUTRAL] 488
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I send this to your attention?
[CUSTOMER][NEUTRAL] Uh, yes, you can use my name.
[AGENT][NEUTRAL] OK, yes. And is there anything else that I can help with?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Uh, yes, may I have the uh call reference number for this patient?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we're gonna use that today's date as a reference. Do you have another patient?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Uh, no, I don't have. May I have the turnaround time to access the EOB?
[AGENT][NEUTRAL] Yes, you should, uh, it usually takes um uh you you should have it by this evening. Uh, it's, um, it usually takes uh about that long for me to, to pull this up and, and fax it to you.
[CUSTOMER][NEUTRAL] for information then.
[CUSTOMER][NEUTRAL] Uh, so I can use in my notes like 24 hours.
[AGENT][NEUTRAL] Yes, uh-huh, certainly.
[CUSTOMER][POSITIVE] OK, thank you so much for providing me all the information. Have a good day and bye-bye, [PII]. Thank you so much.
[AGENT][POSITIVE] Alright, thank you. Thanks for contacting AP have a good