AccountId: 011433970860
ContactId: c55bb9dd-7740-4ea0-9b50-5a177ddc4fb2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210699 ms
Total Talk Time (AGENT): 51489 ms
Total Talk Time (CUSTOMER): 84864 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/c55bb9dd-7740-4ea0-9b50-5a177ddc4fb2_20250520T20:40_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, this is [PII] from provider's office checking on the claim status.
[AGENT][NEUTRAL] OK, see if I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] OK, thank you. And the policy number for that patient?
[CUSTOMER][NEUTRAL] I'm sorry, come again.
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, sure. It is uh 02505004. M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII].
[CUSTOMER][NEUTRAL] [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Date of service and bill charges.
[CUSTOMER][NEUTRAL] D of service is uh [PII]. Total charge is $542 even.
[AGENT][NEUTRAL] Uh, that claim was received on [PII]. Process [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Of it.
[AGENT][NEUTRAL] Yes. Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So, when did it got exhausted?
[AGENT][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Uh, could you help me with the member's plan name?
[AGENT][NEUTRAL] Uh planning is Medlink, M E D L I N K.
[CUSTOMER][NEUTRAL] Midlink.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] A link yeah a list of.
[CUSTOMER][NEUTRAL] Could you, yeah, could you, uh, fax me the UV?
[CUSTOMER][NEUTRAL] And can you provide me the claim number please?
[AGENT][NEUTRAL] Claim number 3591343.
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Uh, could you repeat the claim number it's uh 3591343, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Now
[CUSTOMER][NEUTRAL] Thank you for confirming that. And the fax number is [PII].
[AGENT][NEUTRAL] OK, we'll get the, I'll get the um EOB faxed over. Can I help with anything else?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Yeah, that's it for today. And may I, may I know when can I receive the EOB? How much time it's gonna take?
[AGENT][NEUTRAL] Uh, just
[AGENT][NEUTRAL] Just a few minutes.
[CUSTOMER][NEUTRAL] OK, may I have your name again please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] [PII], our destiny, thank you for assisting me. Have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you as well bye bye.