AccountId: 011433970860
ContactId: cbaf54ad-61ea-437c-bff3-457aaee203de
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175770 ms
Total Talk Time (AGENT): 61731 ms
Total Talk Time (CUSTOMER): 71053 ms
Interruptions: 0
Overall Sentiment: AGENT=2.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/cbaf54ad-61ea-437c-bff3-457aaee203de_20250523T15:12_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello [PII], this is [PII] calling from provider's office to check up on a claim status. Also, this call has been recorded for quality and training purposes. Are you OK with that?
[AGENT][POSITIVE] Yes, that's fine, and I'll be more than happy to help you with the claim status. And how many claims do you have in total today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, I just have one claim with me.
[AGENT][NEUTRAL] OK, may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Uh, sure. The contact number would be [PII].
[CUSTOMER][NEUTRAL] And the policy number would be 02.
[CUSTOMER][NEUTRAL] 555951
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the member's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. May I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Uh, sure, date of service is [PII] and the total charge would be $100 even.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Yeah, it's diagnostic Center for Women LLC.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] Alright, so I'm trying to receive the claim on on [PII]?
[AGENT][NEUTRAL] The claim number is 359.
[AGENT][NEUTRAL] 1929.
[AGENT][NEUTRAL] And on [PII], the claim was denied requesting the explanation of benefits from primary insurance.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, sure, no problem. I can, uh, submit the primary to you. Can you help me with the call reference number for this number?
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name and today's date. The first initial to my last name is [PII].
[CUSTOMER][NEUTRAL] OK. And uh your name spelled as [PII]?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] OK, thank you so much for your help. Hope you have a wonderful day.
[AGENT][POSITIVE] You're very welcome.
[AGENT][POSITIVE] You also, and thanks for calling APL.
[CUSTOMER][POSITIVE] Also a happy weekend. Thank you.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye bye.