AccountId: 011433970860
ContactId: bea6966d-8077-4bce-adc8-a76d7572a86e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 295690 ms
Total Talk Time (AGENT): 93380 ms
Total Talk Time (CUSTOMER): 65339 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/bea6966d-8077-4bce-adc8-a76d7572a86e_20250430T18:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APTL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from Washington University in regards to a patient's claim.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with the claim. Can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] Policy number is 02144068.
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth, please?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, thank you, let me pull up that policy real quick.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] OK, and then may I have the data service and the charge amount please?
[CUSTOMER][NEUTRAL] It is [PII] for $150.
[AGENT][NEUTRAL] OK, and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, $70.
[AGENT][NEUTRAL] OK, alright Miss [PII], I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back, ma'am.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect. Thank you.
[AGENT][POSITIVE] All right. You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEUTRAL] You are on
[AGENT][NEUTRAL] Miss [PII], this is [PII] back with you again. Would the claim be under a different name besides uh the Washington University?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Um, it should be just like watching, uh, orthopedic surgery.
[AGENT][NEUTRAL] OK, gotcha. All right. Brief hold again. I'm gonna look, look it up. You're very welcome. It'll be just a second.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Alright, thank you. You are on hold.
[AGENT][POSITIVE] Thank you Ms. [PII] for holding for me. I did find the claim and let me give you the claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 357.
[AGENT][NEUTRAL] 7770.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] OK, and then can I get a reference number for that please?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name. It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][NEUTRAL] And can I get the initial of your last name?
[AGENT][NEUTRAL] Yes, ma'am, it's A.
[CUSTOMER][POSITIVE] Perfect thank you so much to you have a great rest of your day.
[AGENT][NEUTRAL] You too, Ms. [PII]. Is that everything I can help you with?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] OK, well, you have a great day too, and thank you for calling APL.
[CUSTOMER][NEUTRAL] Mm bye.
[AGENT][NEUTRAL] Bye bye.