AccountId: 011433970860
ContactId: c679e125-1fd4-402d-9236-9a407e33db23
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 227520 ms
Total Talk Time (AGENT): 68038 ms
Total Talk Time (CUSTOMER): 82243 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/12/c679e125-1fd4-402d-9236-9a407e33db23_20250512T17:01_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Come on
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Essentia Health, and I have a question on a couple claims.
[AGENT][NEUTRAL] Hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Sorry about that, [PII].
[CUSTOMER][NEUTRAL] That's OK.
[AGENT][NEUTRAL] Do you have a phone number I can get in case I get we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] It's 02493988.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you [PII] and you were wanting claim status?
[CUSTOMER][NEUTRAL] Yeah, I have a couple claims that I would like to see if they're processed.
[AGENT][NEUTRAL] OK, I can help you with that. What data service?
[CUSTOMER][NEUTRAL] 10 1824.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what was the procedure code for that?
[CUSTOMER][NEUTRAL] 99214.
[AGENT][NEUTRAL] OK. Oh.
[AGENT][NEGATIVE] OK, it was denied. Policy does not have a provide any benefits for the treatment of alcohol or drug abuse.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Can you fax me that EOB?
[AGENT][NEUTRAL] Yes, ma'am. What's your fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'll fax that to you. Did you have another data service?
[CUSTOMER][NEUTRAL] Yes, it is 1126 24.
[CUSTOMER][NEUTRAL] Oh wait, maybe this one's.
[CUSTOMER][NEUTRAL] Maybe we have this one.
[AGENT][NEUTRAL] Yeah, it was paid $50.
[CUSTOMER][NEUTRAL] $50. OK, and then I do have that, but then what is the, is the rest of it patient responsibility?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] So you only pay so much on a.
[AGENT][NEUTRAL] $50 per office visit.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] OK, and the rest is then patient responsibility.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] All right, if you can just fax me that other one, I would appreciate it. Do you give a call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers you can use my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Bye-bye.
[CUSTOMER][NEUTRAL] Mhm.