AccountId: 011433970860
ContactId: c5d4bb8b-bd54-41e3-a89d-cd9002436beb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155399 ms
Total Talk Time (AGENT): 58383 ms
Total Talk Time (CUSTOMER): 49770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/c5d4bb8b-bd54-41e3-a89d-cd9002436beb_20250305T16:13_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling you from provider's office, checking on general claim status.
[AGENT][POSITIVE] OK, and I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. It's a direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Yeah, it's
[CUSTOMER][NEUTRAL] 018
[CUSTOMER][NEUTRAL] 873-30 M as in Mike, L as in Lima.
[CUSTOMER][NEUTRAL] A as in Alpha, number 8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, my first name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you want me to check on on the total bills?
[CUSTOMER][NEUTRAL] Yeah, date of service is [PII]. Total charge $459 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Holy Cross Medical Group.
[AGENT][NEUTRAL] Alright, I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 3559593.
[AGENT][NEUTRAL] And on [PII], the claim was denied as office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] These visits are not covered, OK. Just to confirm, the claim number is 3559593. I'm right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] OK. And, and uh initial for last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] OK. And what will be the call reference?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date.
[CUSTOMER][POSITIVE] OK, sure, [PII]. Thanks for assisting me. Have a good day. Bye-bye.
[AGENT][POSITIVE] You're very welcome and thanks for calling APL bye bye.