AccountId: 011433970860
ContactId: c9a3a834-eb50-468d-bb2c-8cf02e393010
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 609669 ms
Total Talk Time (AGENT): 129900 ms
Total Talk Time (CUSTOMER): 82502 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/c9a3a834-eb50-468d-bb2c-8cf02e393010_20250501T19:51_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help?
[AGENT][NEUTRAL] You?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office. How are you today?
[AGENT][POSITIVE] I'm doing well [PII] how are you doing today?
[CUSTOMER][POSITIVE] Yeah, I am also doing good, thanks for asking. I call you for getting the claim status.
[AGENT][POSITIVE] Good. You're
[AGENT][NEUTRAL] OK I can help you with claim status [PII] can I get your callback number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] What is the patient's name, date of birth and policy number?
[CUSTOMER][NEUTRAL] Yeah. Policy number is 1192701. And the first name is [PII] and last name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[AGENT][NEUTRAL] OK, and then what is the data service and the charge amount?
[CUSTOMER][NEUTRAL] Data is [PII] and the bill amount is $348 even.
[AGENT][NEUTRAL] OK and then what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] OK, um, $50.
[AGENT][NEUTRAL] 50. OK, and can you give me the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Gastrohealthy.
[AGENT][NEUTRAL] OK, I'm going to put you on a quick hold, Ms. [PII], while I look this claim up for you and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII]. I have the claim ready for you. Let me first give you correct policy number. This is the active policy.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Ma'am, your wife is.
[CUSTOMER][NEGATIVE] But my your voice is breaking.
[AGENT][NEGATIVE] OK, let me fix that.
[CUSTOMER][NEUTRAL] Cutting in and out.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me give you the correct policy number.
[AGENT][NEUTRAL] Are you ready?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The correct policy number.
[CUSTOMER][POSITIVE] Yes, I am ready, ma'am.
[AGENT][POSITIVE] This is the good one. It's the one that's active. It's 156.
[AGENT][NEUTRAL] 987 5.
[AGENT][NEUTRAL] The claim number.
[AGENT][NEUTRAL] Is 357-526-1.
[AGENT][NEUTRAL] The claim was denied because.
[CUSTOMER][NEGATIVE] Sorry, your voice is cutting and not the.
[CUSTOMER][NEGATIVE] Your voice is not coming properly, I'm cutting in and out.
[AGENT][NEUTRAL] OK, alright, the claim number is 357.
[AGENT][NEUTRAL] 5261.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK. When it was received?
[AGENT][NEUTRAL] Let me let you know. Well, let me look real quick.
[AGENT][NEUTRAL] We received the claim on [PII] and processed the claim on [PII].
[CUSTOMER][NEUTRAL] Could you please fax the EOP?
[AGENT][NEUTRAL] Yes, I can. What is your fax number?
[CUSTOMER][NEUTRAL] Could you please fax the UOB?
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I get that faxed over to you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] You are on hold.