AccountId: 011433970860
ContactId: ce6cca2d-6324-4a6f-bbdf-fc28e0b2dfa0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232500 ms
Total Talk Time (AGENT): 74268 ms
Total Talk Time (CUSTOMER): 84670 ms
Interruptions: 1
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ce6cca2d-6324-4a6f-bbdf-fc28e0b2dfa0_20250320T12:56_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, hi, my name is and I'm calling from provider's office to check on my claim status. May I know your good name?
[AGENT][NEUTRAL] You said your name is [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, my name is [PII] A. First initial of my last name is [PII] And [PII], can you give me the policy number?
[CUSTOMER][POSITIVE] Thank you
[CUSTOMER][NEUTRAL] Yeah, sure, [PII], the policy number is uh.
[CUSTOMER][NEUTRAL] 1896483
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[CUSTOMER][NEUTRAL] [PII] it's that again we don't have an extension.
[AGENT][NEUTRAL] OK, what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Number first name is [PII] and the last name is [PII], and the date of birth is on [PII].
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] The service is on [PII] for the amount of $1,201 even that is $1201 even for the rate of service of [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I don't show date of service [PII] for for [PII].
[CUSTOMER][NEUTRAL] Yeah, [PII] for the amount of $1,201 even.
[AGENT][NEUTRAL] And I'm saying I do not show that date of service received for the patient.
[CUSTOMER][NEUTRAL] Sorry.
[AGENT][NEUTRAL] I don't show that claim on file.
[CUSTOMER][NEUTRAL] But here I have a claim number. The number is uh.
[AGENT][NEUTRAL] Oh, yes, I do. I see, I see it. I see it.
[AGENT][NEUTRAL] And so if you have the claim number you receive the explanation of benefits?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yes, I'm, I just want to request for the benefits.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] I want to request for the explanation of benefits, uh, regarding the claim that's denied as non-covered, I mean the coverage term the data service right.
[AGENT][NEUTRAL] Right, the policy term [PII], so that's prior to your date of service.
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] Yeah, I just want to request a copy of a new withdrawal fax.
[AGENT][POSITIVE] You can actually download it. It was actually mailed to your location and it can now be downloaded from our online service center at [PII].
[CUSTOMER][POSITIVE] Mhm, I, I'm so sorry, could you please repeat that?
[AGENT][NEUTRAL] Secured [PII]
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] Could you please provide me the reference number?
[AGENT][NEUTRAL] You'll use my name in today's date.
[CUSTOMER][NEUTRAL] Hello?
[CUSTOMER][POSITIVE] OK, thank you so much and have a good day. Yes, I can hear you. Thank you so much.
[AGENT][NEUTRAL] Can you hear me?
[AGENT][POSITIVE] Alright, OK, thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Bye