AccountId: 011433970860
ContactId: bfde65bd-7dcd-46f3-8508-629740df359c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 302940 ms
Total Talk Time (AGENT): 107657 ms
Total Talk Time (CUSTOMER): 74286 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/bfde65bd-7dcd-46f3-8508-629740df359c_20250402T16:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling to see if you have 2 medical claims on file for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and the number is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] One
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 02033130 MLB
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was that date of service?
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] First date is [PII], I'm sorry, it's uh [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] 1,459.
[AGENT][NEUTRAL] OK, it looks like he has a more recent policy. Let me pull that up.
[AGENT][NEUTRAL] This one term in [PII], so let me look at that.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, could you give me that data service one more time please?
[CUSTOMER][NEUTRAL] 1216 24.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][POSITIVE] And then I'm sorry, the bill charges again, so sorry about that.
[CUSTOMER][NEUTRAL] 1,459.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see
[AGENT][NEUTRAL] OK, it looks like we received it 24-2025.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Um, office visits are not covered by the policy.
[AGENT][NEGATIVE] And then the service that was billed with it was not, is not covered when performed in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK, so office visits aren't covered. What, what's the claim number on that?
[AGENT][NEUTRAL] Claim number is 3,559,420.
[CUSTOMER][NEUTRAL] And how do I get that EOB?
[AGENT][NEUTRAL] Um, have you registered on our portal?
[CUSTOMER][NEUTRAL] Now, what is your portal?
[AGENT][POSITIVE] Um, it's secured.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] Well
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Uh-huh, um, you could, there's a click the new user, go through the steps, and then you can print EOBs.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Alright, let's look at the next data services probably doing the same thing, but I'll get the claim number from you. Um, it's January [PII].
[CUSTOMER][NEUTRAL] For 363.
[AGENT][NEUTRAL] OK, let's see January [PII].
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Uh, yeah, received that on [PII].
[AGENT][NEUTRAL] And it looks like same thing yeah uh office visits aren't covered and then procedures in the office aren't covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And then that claim number.
[AGENT][NEUTRAL] That claim number is 357-585-7.
[CUSTOMER][NEUTRAL] 7. OK, very good. Then I just need your reference number.
[AGENT][NEUTRAL] Uh, reference number will be my first name, [PII], uh, first initial last name [PII], and today's date.
[AGENT][POSITIVE] And anything else I can help with today?
[CUSTOMER][POSITIVE] Perfect. Thanks a lot. I appreciate it.
[AGENT][POSITIVE] OK, thank you for calling.
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a good bye.
[CUSTOMER][NEUTRAL] Have