AccountId: 011433970860
ContactId: ca255724-eb79-41c4-abde-b5dec258366b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213820 ms
Total Talk Time (AGENT): 44872 ms
Total Talk Time (CUSTOMER): 63969 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/ca255724-eb79-41c4-abde-b5dec258366b_20250611T19:07_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling. Sorry, this is [PII] calling from provider office. I would like to know the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. It is a direct line?
[AGENT][NEUTRAL] Policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, and that one.
[CUSTOMER][NEUTRAL] 022 01828
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name is [PII].
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service is [PII]. Total bill amount is $324 even.
[AGENT][NEUTRAL] OK, looks like the claim was received 5-22-25.
[AGENT][NEUTRAL] Process 528, 25.
[AGENT][NEUTRAL] And office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[AGENT][NEUTRAL] Are you there?
[CUSTOMER][NEUTRAL] OK. OK. May I know the claim number?
[AGENT][NEUTRAL] And number 3606408.
[AGENT][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Of the visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Is there any other insurance is uh active for the data service?
[AGENT][NEUTRAL] Um, the primary, uh, insurance is through
[AGENT][NEUTRAL] United Healthcare.
[CUSTOMER][NEUTRAL] That is primary insurance, am I right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Just give me 1 2nd.
[CUSTOMER][NEUTRAL] This one already processed and paid.
[CUSTOMER][NEUTRAL] So after that cross out from United Healthcare, this client.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] What was your question?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] No, thank you so much. Could you please provide uh your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] May I know the call reference number?
[AGENT][NEUTRAL] All reference is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] Yeah, thank you so much for that. Have a nice day. Bye. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye-bye.