AccountId: 011433970860
ContactId: be999ff4-bf0e-4aae-a1f9-3a3404b24168
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 338390 ms
Total Talk Time (AGENT): 129181 ms
Total Talk Time (CUSTOMER): 128724 ms
Interruptions: 2
Overall Sentiment: AGENT=0.2, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/be999ff4-bf0e-4aae-a1f9-3a3404b24168_20250218T19:52_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Proto's office. I'm checking on a client.
[AGENT][NEUTRAL] Sorry, I cannot hear you.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from office. We previously requested denied DOP, but still we did not receive. Uh, could you help me with that?
[AGENT][NEUTRAL] I'm sorry, I cannot understand what you're saying. It's a little breathy over the phone, and you say you're checking on claim status?
[CUSTOMER][NEUTRAL] I'm taking on a
[CUSTOMER][NEUTRAL] I'm checking on a claim status, yes.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] It is 025.
[CUSTOMER][NEUTRAL] 361-97.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] I don't show that patient under this policy, and what's their name again? I might have to search by name.
[CUSTOMER][POSITIVE] Thank.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] [PII] is the last name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] 01 moment.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And what is
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] What's the patient's date of birth?
[CUSTOMER][NEUTRAL] What's the date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, when you're ready, I can give you the correct policy number.
[CUSTOMER][POSITIVE] Yes, I'm ready.
[AGENT][NEUTRAL] OK. It's 253-626-7.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] It's 253-626-7, right?
[AGENT][NEUTRAL] And what, mhm.
[AGENT][NEUTRAL] Correct. And what was the date of service and the amount of the charge?
[CUSTOMER][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Yes, the data service is [PII], and the bill amount is $265 even.
[AGENT][NEUTRAL] 01 moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] OK. And you're calling from?
[CUSTOMER][NEUTRAL] Radiology imaging associates.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information, just to let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] And.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show this claim process as the calendar year maximum on diagnostic services has been met.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, what is the claim number? May I know that.
[AGENT][NEUTRAL] 3521417.
[CUSTOMER][NEUTRAL] Mm just a moment.
[CUSTOMER][NEUTRAL] I do have an option to send this, uh, it will be through email ID or fax.
[CUSTOMER][NEUTRAL] Not
[AGENT][NEUTRAL] What email?
[CUSTOMER][NEUTRAL] The email ID is [PII].
[AGENT][NEUTRAL] OK, I'm not understanding. What are you emailing or wanting to email?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] You need a PO box address?
[AGENT][NEUTRAL] No, sir, I'm asking, what are you trying to send to us? The claim process is the benefits of Max for the calendar year.
[CUSTOMER][NEGATIVE] No, I needed that denied EOP. We did not receive the EOB.
[AGENT][NEUTRAL] OK, what's your fax number?
[CUSTOMER][NEUTRAL] I'm requesting to yes it is.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, that's [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and also, uh, [PII], just to remind you, we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And is there anything else? Correct. So it's [PII].
[CUSTOMER][NEUTRAL] Secure. Am Public, right?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Thank you. uh, do you have a call reference number for this call?
[AGENT][NEUTRAL] No, sir, we don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][NEUTRAL] OK. Could you spell your name for my documentation.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] OK, thank you, thank you for following this information. That was really helpful.
[AGENT][POSITIVE] No, you're welcome. Thank you for calling APL. Bye.
[CUSTOMER][POSITIVE] Have a wonderful day.
[CUSTOMER][NEUTRAL] Bye bye.