AccountId: 011433970860
ContactId: bc48a5b2-9e2d-4717-a21b-06d78f578ce5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200039 ms
Total Talk Time (AGENT): 71229 ms
Total Talk Time (CUSTOMER): 60580 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/27/bc48a5b2-9e2d-4717-a21b-06d78f578ce5_20250127T21:55_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, so this is [PII] calling from Summit Cosmetic Surgery Center. I wanted to see if you folks had a patient's claim on file.
[AGENT][NEUTRAL] OK, sure. I can check on a claim. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] I have here.
[CUSTOMER][NEUTRAL] 02259966
[AGENT][POSITIVE] OK. Thank you. Let's see.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], I'm gonna say his last name is [PII] Date of birth of [PII].
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, perfect, thank you. All right, and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It is for [PII] for a build amount of $179.
[AGENT][NEUTRAL] OK, let me check and see if I can find that claim. And for future, you can check claim status online through our website at [PII], and that's just optional. You can always call and let me see if I can find that claim.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And I'm sorry, can you repeat the total charge amount one more time?
[CUSTOMER][NEUTRAL] Sure, it is get back over here.
[CUSTOMER][NEUTRAL] $179.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Would
[AGENT][NEUTRAL] All right. So it looks like we did process the claim on [PII].
[AGENT][NEUTRAL] And the claim was denied. The reason for this denial is that office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] OK, alrighty, and is there a um.
[CUSTOMER][NEUTRAL] Claim number, can I have the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 352-7079.
[CUSTOMER][POSITIVE] Perfect. All right, miss. So is there a um reference number for our phone call?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] Perfect thank you so much I appreciate your help.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling APO. Have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye