AccountId: 011433970860
ContactId: c77a6325-f8eb-4a7b-8878-c628d518cdf7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184250 ms
Total Talk Time (AGENT): 70348 ms
Total Talk Time (CUSTOMER): 73778 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/c77a6325-f8eb-4a7b-8878-c628d518cdf7_20250523T13:55_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you? Hello?
[CUSTOMER][NEUTRAL] Hi, hi. Uh hi, I see. Can you hear me now? Am I audible?
[AGENT][POSITIVE] Yes, I can
[AGENT][NEUTRAL] Yes, I can hear you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh, hi, I'm [PII] calling from Pediatrics Medical Group of Florida to check on a claims denial.
[AGENT][NEUTRAL] I'm sure [PII], I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is [PII]. Uh, that is no extension is a direct line.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] The policy number is 142664.
[CUSTOMER][NEUTRAL] 7, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] So the patient's name is [PII], and we did a part on [PII].
[AGENT][NEUTRAL] OK. And now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Sure, the data services on [PII] and the total charges are $740 even $740.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3509286.
[AGENT][NEUTRAL] And I'm showing that this claim denied because under the patient's plan, office visits is not covered.
[CUSTOMER][NEUTRAL] So, uh, can you bill the patient for the services since it is not covered under the patient plan?
[AGENT][POSITIVE] Yes, ma'am, you can.
[CUSTOMER][NEUTRAL] Sure. Uh, may I know the patient's plan name?
[AGENT][NEUTRAL] Medlink um [PII]
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Mhm. No problem.
[CUSTOMER][NEUTRAL] Thank you for assisting me. Uh, by the way, may I have the call reference number, [PII]?
[AGENT][NEUTRAL] Yes, the reference number you can use my name and today's date. Um my name is Evie. Um it's spelled E V I E and my last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No thank you, thank you for assisting me. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye bye.