AccountId: 011433970860
ContactId: c606b709-594e-40cd-a786-b67b4d89ed92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 333760 ms
Total Talk Time (AGENT): 73218 ms
Total Talk Time (CUSTOMER): 46512 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/14/c606b709-594e-40cd-a786-b67b4d89ed92_20250214T22:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling AP. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office checking on claim status. Could you please help me with that?
[AGENT][NEUTRAL] Yes, I can help you with claim status. [PII], can I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah it's [PII]. Is a direct line?
[AGENT][NEUTRAL] OK, thank you. And then what is your, the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] 019.
[CUSTOMER][NEUTRAL] 86725
[AGENT][NEUTRAL] OK, let me look that up real quick.
[AGENT][NEUTRAL] OK, and then what is the date of service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the charge amount?
[CUSTOMER][NEUTRAL] $159 even.
[AGENT][NEUTRAL] OK, and what is the charges after primary insurance pay their part?
[CUSTOMER][NEUTRAL] $30.
[AGENT][NEUTRAL] And the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Mercy Clinic.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] OK, [PII], thank you so much for holding for me. Uh, I did find the claim for you. The claim number is 3535718.
[CUSTOMER][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh, let me look and see what day we received it.
[AGENT][NEUTRAL] We received it on [PII], processed it on [PII].
[AGENT][NEUTRAL] The claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] May I know the time filing limit?
[AGENT][NEUTRAL] We don't have a timely filing limit. The claim's already been processed.
[CUSTOMER][NEUTRAL] OK. Could you please spell out your name?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Thank you. May I know the call reference?
[AGENT][NEUTRAL] Yes, ma'am. You can use my name and today's date.
[CUSTOMER][POSITIVE] Thank you, thank you for providing this information. Good day.
[AGENT][POSITIVE] You have a good day too, Ms. [PII]. Thanks for calling APL bye bye.
[CUSTOMER][POSITIVE] Thank you.