AccountId: 011433970860
ContactId: c21757fb-cd90-47e2-895a-7c582486b553
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357170 ms
Total Talk Time (AGENT): 69271 ms
Total Talk Time (CUSTOMER): 113437 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/c21757fb-cd90-47e2-895a-7c582486b553_20250114T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, sir. Can you help me with the claim status?
[AGENT][POSITIVE] I'm happy to check a claim for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Where the.
[CUSTOMER][NEUTRAL] Patient policy number 020.
[CUSTOMER][NEUTRAL] 89012.
[AGENT][NEUTRAL] Patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient is A.
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you and what's the data service?
[CUSTOMER][NEUTRAL] Day service [PII].
[AGENT][NEUTRAL] And the build out.
[CUSTOMER][NEUTRAL] OK, so there are two bill amounts for this data service total bill was first I am hearing, I'm seeing, sorry, $258 even.
[AGENT][NEUTRAL] 258.
[CUSTOMER][NEUTRAL] That's yeah.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] OK, so it looks like we did receive this claim. Uh, the claim was denied. Office visits are not covered under the member's policy. Claim is received [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can you tell me the claim number? the password?
[AGENT][NEUTRAL] 354-839-97.
[CUSTOMER][NEUTRAL] OK, so yeah, for the another I have another $1 amount, uh.
[CUSTOMER][NEUTRAL] 1976.
[CUSTOMER][NEUTRAL] $280 to add 0 even.
[AGENT][NEUTRAL] For the same data service same patient?
[CUSTOMER][NEUTRAL] Yeah, yes, everything's in.
[CUSTOMER][NEUTRAL] I, I have a big up.
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] All right, so it looks like this claim was received [PII]. The claim was denied, services are not covered in a doctor's office or clinic.
[CUSTOMER][NEUTRAL] Can you tell me the claim number.
[AGENT][NEUTRAL] 353-374-3
[CUSTOMER][NEUTRAL] OK, yeah, what's your name?
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII]
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, [PII], can you fax us the UB of the both then Is?
[AGENT][NEUTRAL] What is a good fax number?
[CUSTOMER][NEUTRAL] Yeah, fax number 816.
[CUSTOMER][NEUTRAL] 659-997
[CUSTOMER][NEUTRAL] 89.
[CUSTOMER][NEUTRAL] And uh yeah, attention my name.
[AGENT][NEUTRAL] I
[AGENT][NEUTRAL] What is your first name?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][POSITIVE] Thank you, [PII]. All right, that's on its way. It should be there in about 5 minutes. Anything else I can do for you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Uh no, thanks for helping.
[AGENT][POSITIVE] You're welcome. Have a good day.
[CUSTOMER][NEUTRAL] Yeah, watch out, you
[AGENT][NEUTRAL] Bye bye.