AccountId: 011433970860
ContactId: caafcd38-038a-43a3-b741-222594156037
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 249889 ms
Total Talk Time (AGENT): 67998 ms
Total Talk Time (CUSTOMER): 83533 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/caafcd38-038a-43a3-b741-222594156037_20250408T15:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from provider's office. Uh, can you spell your name, please?
[AGENT][NEUTRAL] It's [PII]. It's [PII]
[CUSTOMER][POSITIVE] Thank you, [PII]. Uh.
[CUSTOMER][NEUTRAL] I'm [PII] calling from provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have
[CUSTOMER][NEUTRAL] Extension
[AGENT][NEUTRAL] Oh, OK, yes, extension.
[CUSTOMER][NEUTRAL] Extension [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] It's uh 133.
[CUSTOMER][NEUTRAL] 71
[CUSTOMER][NEUTRAL] 11
[CUSTOMER][NEUTRAL] M for Mike, L for Lima.
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Total charges $348.
[AGENT][NEUTRAL] OK, it looks like we received that 5:30-2024. That was denied on [PII].
[AGENT][NEUTRAL] And a for.
[CUSTOMER][NEUTRAL] Reason for dinner?
[AGENT][NEUTRAL] Of Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Please.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Alright
[CUSTOMER][NEUTRAL] Policy. OK. Can I have the claim number?
[AGENT][NEUTRAL] Claim number is 346-4389.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, can we bill this to patient?
[AGENT][NEUTRAL] Um, we do not determine patient responsibility. This is a secondary policy.
[CUSTOMER][NEUTRAL] OK. Uh, can you send me the fax of EOB?
[AGENT][NEUTRAL] Yes, what's your fax.
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] 353 6.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I can get that faxed over.
[CUSTOMER][NEUTRAL] Attention to [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. How much time does it take?
[AGENT][NEUTRAL] Do you have
[AGENT][NEUTRAL] Uh, just a few minutes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have anything else I can help with today?
[CUSTOMER][NEUTRAL] Call reference number, please.
[AGENT][NEUTRAL] Uh, call reference number will be my name, [PII], first initial to last name, [PII], today's date.
[CUSTOMER][POSITIVE] OK. Thank you, [PII].
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye.