AccountId: 011433970860
ContactId: c00d28d3-e724-453d-8ac5-72adf020b846
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 204020 ms
Total Talk Time (AGENT): 78918 ms
Total Talk Time (CUSTOMER): 80489 ms
Interruptions: 1
Overall Sentiment: AGENT=1.6, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/c00d28d3-e724-453d-8ac5-72adf020b846_20250107T20:53_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hello, I'm [PII] calling from provider's office. I call you regarding the claim denial.
[AGENT][NEUTRAL] OK, how do you spell your name?
[CUSTOMER][NEUTRAL] OK. My name is [PII]. It's spelled as [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII], and sure, I can assist you with claims. I need a callback number just in case we get disconnected.
[CUSTOMER][NEUTRAL] OK. My callback number is gonna be [PII] with extension number [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah. Patient's policy number is gonna be 02551634.
[AGENT][POSITIVE] Thank you one moment, let's see.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Date of service is [PII] and total charge amount will be $456.21.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim for you. And for future, you can check claim status online through our website at [PII], and that's just optional. Let's see.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. Thank you for the information.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Um let me pull this ELB. Let me see if this is your claim. One moment.
[CUSTOMER][NEUTRAL] I also have a claim number there.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] Claim number is 35426774.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] And it looks like that one was denied stating the office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] OK, so it, so is it non covered in patients plan?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Go
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. Can you please provide me the claim received and processed date?
[AGENT][POSITIVE] Oh, sure. Let me get that for you.
[AGENT][NEUTRAL] OK, was received [PII] and process [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much. Now, can I have your name, please?
[AGENT][NEUTRAL] Sure. My name is [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much, sir, for all the information. Please provide me the call reference number for our call.
[AGENT][POSITIVE] You're welcome.
[AGENT][NEUTRAL] We don't have reference numbers you can use my name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much and have a good day. Bye-bye. Thank you.
[AGENT][POSITIVE] You as well, Mr. [PII]. Thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK, bye-bye.