AccountId: 011433970860
ContactId: bf302525-61c4-4c54-bb69-ef641689cde9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 193119 ms
Total Talk Time (AGENT): 73453 ms
Total Talk Time (CUSTOMER): 39862 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/17/bf302525-61c4-4c54-bb69-ef641689cde9_20250117T18:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon, [PII]. My name is [PII] and I'm trying to get a claim status update, please.
[AGENT][NEUTRAL] All right. I'm happy to check on the claim, [PII]. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] 02481710
[AGENT][POSITIVE] All right, thank you so much.
[AGENT][NEUTRAL] And if I could get the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] It's gonna be for [PII]. Date of birth [PII].
[AGENT][POSITIVE] Thank you so much. And then what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the build them out?
[CUSTOMER][NEUTRAL] $242.03.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Alright, so it looks like we did receive a claim for this. It looks like it was denied. It looks like the outpatient maximum benefit had already been met for the calendar year.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And is there a received date and a claim number?
[AGENT][POSITIVE] Yeah, absolutely, let me grab that for you so let's see.
[AGENT][NEUTRAL] Uh, we received the claim on [PII].
[AGENT][NEUTRAL] And the claim number is gonna be 3543395.
[CUSTOMER][NEUTRAL] OK. Is there an EOB that I could get faxed to me by chance?
[AGENT][POSITIVE] Yeah, absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] It's gonna be the same as my phone number. It's [PII].
[AGENT][NEUTRAL] OK, I will send that. It should be there in about 5 minutes. Was there anything else we can check on for you today?
[CUSTOMER][NEUTRAL] Uh, just a reference number if there's one for the call.
[AGENT][NEUTRAL] Absolutely. Call reference is my name with my last initial in today's date. My name again is [PII], that's spelled [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] You're welcome have a good day [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][NEUTRAL] Bye bye.