AccountId: 011433970860
ContactId: bd19638d-bb58-463a-95e8-449894f63752
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 377059 ms
Total Talk Time (AGENT): 74820 ms
Total Talk Time (CUSTOMER): 98991 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/bd19638d-bb58-463a-95e8-449894f63752_20250106T18:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from provider's office to look upon a claim.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can I please get your first name and your call back number?
[CUSTOMER][NEUTRAL] Yes, it is [PII] spelled [PII] and the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] [PII]. That's correct.
[AGENT][NEUTRAL] OK, thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Uh, let me just check.
[CUSTOMER][NEUTRAL] It, it is [PII]. uh.
[AGENT][NEUTRAL] OK. And then what is the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then the patient's policy number, please?
[CUSTOMER][NEUTRAL] 022
[CUSTOMER][NEUTRAL] 87
[CUSTOMER][NEUTRAL] 96
[CUSTOMER][NEUTRAL] 0
[CUSTOMER][NEUTRAL] [PII] 7.
[AGENT][NEUTRAL] Thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Uh, [PII]. I do also have the claim number you have with me.
[AGENT][NEUTRAL] OK, what is that, please?
[CUSTOMER][NEUTRAL] It's 353-744-9.
[AGENT][NEUTRAL] OK. Let me look up this insured.
[CUSTOMER][NEUTRAL] Uh, mhm. I do see the claim was denied.
[CUSTOMER][NEGATIVE] As non-covered.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So then how can I help you?
[CUSTOMER][NEUTRAL] Uh, but I just
[CUSTOMER][NEUTRAL] I want to know, uh, is it denied, uh, and, uh, the patient's plan and what is the patient's plan?
[AGENT][NEGATIVE] But it is denied because of the patient's plan.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Let me look it up real quick.
[AGENT][NEGATIVE] And it's denied because office visits are not covered under the plan.
[CUSTOMER][NEUTRAL] OK. Uh, what, uh, is the patient's plan?
[AGENT][NEUTRAL] It's a Medlink
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Got it. And uh can you please uh send the EOB?
[AGENT][NEUTRAL] Yes sir, I can send the EOB to you. I'm gonna put you on a brief hold while I fax that over. Can I get your fax number real quick?
[CUSTOMER][NEUTRAL] Mhm. It is 248.
[CUSTOMER][NEUTRAL] 233
[CUSTOMER][NEUTRAL] 2452
[AGENT][NEUTRAL] OK, I'm gonna put you on hold. I'm gonna fax that right to you. I'll be right back.
[CUSTOMER][NEUTRAL] OK. You are on hold.
[AGENT][NEUTRAL] 353-744-49.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, [PII], I have that on its way.
[CUSTOMER][NEUTRAL] OK, I got it. Uh, so how long should I wait to receive it?
[AGENT][NEUTRAL] Uh, 3 to 5 minutes.
[CUSTOMER][NEUTRAL] OK, got it. And uh can you please tell me your name again?
[AGENT][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Got it. And the reference number for this call will be?
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Got it. Thank you so much, Ms. Sorry. Apart from that, I don't have anything else to look upon today.
[AGENT][POSITIVE] OK, Mo [PII], you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] You have a wonderful day. Uh, thank you. Have a, bye-bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.