AccountId: 011433970860
ContactId: c0771187-9b1f-40fb-8a14-2c4c5b0bea80
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183119 ms
Total Talk Time (AGENT): 71074 ms
Total Talk Time (CUSTOMER): 49378 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/c0771187-9b1f-40fb-8a14-2c4c5b0bea80_20250613T17:48_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from provider's office. I'm checking on medical claims.
[AGENT][POSITIVE] Yeah, I can help you with claim status. [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 02579289.
[AGENT][NEUTRAL] Give me just a moment to look that up.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Could you please verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Patient last name [PII], first name [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Thank you so much for verifying that with me and do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yes, I do have a claim number which is 359-793-3.
[AGENT][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] Alright, it looks like we received this claim on [PII]. It was processed on [PII].
[AGENT][NEUTRAL] And it looks like that claim got denied.
[AGENT][NEUTRAL] Uh let me see what's going on here.
[AGENT][NEUTRAL] It looks like we need a more detailed explanation of benefits from the primary insurance that shows the amounts that were applied to the deductible, co-pay or co-insurance.
[CUSTOMER][NEUTRAL] OK. And could you please provide your fax number? We will send it to the.
[AGENT][NEUTRAL] Sure, our fax number is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][POSITIVE] No, that's it for today. Thank you so much for your time and assistance. Uh, finally, can I get a call reference number?
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial and today's date, so [PII] and today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye.