AccountId: 011433970860
ContactId: cba9caa1-e172-4493-b3c8-5341a0e5bf45
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 280059 ms
Total Talk Time (AGENT): 61678 ms
Total Talk Time (CUSTOMER): 121990 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/cba9caa1-e172-4493-b3c8-5341a0e5bf45_20250506T17:02_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from this office to check on a claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII], do you have a good callback number?
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] It's [PII]. It's directly.
[AGENT][NEUTRAL] OK, you have the policy number of the patient?
[CUSTOMER][NEUTRAL] 022 05772.
[CUSTOMER][NEUTRAL] After this.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] Date of service is [PII] for total bill amount $179 even.
[AGENT][NEUTRAL] The claim was received on 10-14-2024.
[AGENT][NEUTRAL] Process 1017 2024.
[CUSTOMER][NEUTRAL] The
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] One more moment.
[CUSTOMER][NEUTRAL] But not you.
[CUSTOMER][NEGATIVE] Like I'm debasing that.
[CUSTOMER][NEUTRAL] The claim number Medicare and Medicare on a second.
[CUSTOMER][NEUTRAL] That our day in the next few days.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Usually on the claim no office it's courses we will do it on this claim. Could you please double check with that.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Yeah, actually, on that claim no office its course are built on this claim. Could you please double check with that.
[AGENT][NEUTRAL] I, I'm not understanding the last part. So no office visits are covered under this policy. What was your question?
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] Yeah, actually, we, we, we did not build the office you said code on this claim. Could you please double check with that?
[AGENT][NEUTRAL] You did not build the office visit code?
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK, it's a claim for 628, 24 for 179. Is that right?
[CUSTOMER][POSITIVE] Perfect. That's right.
[AGENT][NEUTRAL] OK, I show code 99213. That's an office visit.
[CUSTOMER][NEUTRAL] phone.
[CUSTOMER][NEUTRAL] Let me up the air.
[CUSTOMER][NEUTRAL] Can I get the claim number?
[AGENT][NEUTRAL] 351
[AGENT][NEUTRAL] 8554.
[CUSTOMER][NEUTRAL] Uh, monthly, uh.
[CUSTOMER][NEUTRAL] Could you please send me the EOB copy to our fax number?
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] It's 209-225.
[CUSTOMER][NEUTRAL] 2174. Attention to my name, [PII].
[AGENT][NEUTRAL] OK, I'll get that sent over. Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Can I get the patient plan type?
[AGENT][NEUTRAL] It's a supplemental policy.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] If you can get to that.
[CUSTOMER][NEUTRAL] Sorry, self?
[AGENT][NEUTRAL] It's, it's a supplemental policy. It's a secondary policy.
[CUSTOMER][NEUTRAL] I didn't do a bad word.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] It's my name is [PII] and it's my name and today's date.
[CUSTOMER][NEUTRAL] First is the last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Perfect. Thank you, [PII]. Thanks for your assistance. Have a wonderful day. Thank you. Bye-bye.
[AGENT][NEUTRAL] It
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye-bye.