AccountId: 011433970860
ContactId: ce01d075-1835-425c-ad8b-162c714630a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 496059 ms
Total Talk Time (AGENT): 68973 ms
Total Talk Time (CUSTOMER): 63233 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=-2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/ce01d075-1835-425c-ad8b-162c714630a0_20250305T16:56_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling from MSMC Urology LLC to get some help with the claim.
[AGENT][NEUTRAL] OK, sure. I can assist you with claims Miss [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it is [PII] and my extension is [PII].
[AGENT][NEUTRAL] OK, thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] 01978561 M for Mary, L for Lima, and then the number 8.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, perfect. Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] Mhm, it's [PII] and it's for $228.
[AGENT][NEUTRAL] [PII] for 228. Let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we received this claim [PII], and we processed [PII], and we denied the claims stating that office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] OK. And is there any way I could get a copy of the EOB?
[AGENT][NEUTRAL] Mhm. Yes. What is the fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, and is it OK if I put you on hold so I can send this out to you right now?
[CUSTOMER][NEUTRAL] Yes, ma'am, that's fine.
[AGENT][NEUTRAL] OK, thank you. One moment, let me go ahead and send this out right now.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for this [PII]. OK, I went ahead and send that over to you. It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][POSITIVE] No ma'am, that'll be everything thank you so much I appreciate it.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day, Miss.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][POSITIVE] You're welcome. Bye-bye.