AccountId: 011433970860
ContactId: ce70d3af-f298-4c25-b18a-52ce5c838151
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 289489 ms
Total Talk Time (AGENT): 69453 ms
Total Talk Time (CUSTOMER): 69478 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=2.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/ce70d3af-f298-4c25-b18a-52ce5c838151_20250320T18:28_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]. My last name initial is [PII]. I'm calling from the office to check on a claim status. Could you please assist?
[AGENT][NEUTRAL] Yes, I can help you with claim status [PII], do you have a callback number?
[CUSTOMER][NEUTRAL] Asking for my callback number, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII].
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, that is 02450113.
[AGENT][NEUTRAL] Do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Sure, my name is [PII] and the date of birth is on [PII].
[AGENT][NEUTRAL] And what is that date of service?
[CUSTOMER][NEUTRAL] Data services on [PII] with the amount of $370 even.
[AGENT][NEUTRAL] And who is the provider?
[CUSTOMER][NEUTRAL] Sure, the provider's name is uh Ray Associates of Fredericksburg.
[AGENT][NEUTRAL] And what was that bill amount again? I'm sorry.
[CUSTOMER][NEUTRAL] Sure, it's $370 even $370.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, looks like office visits are not covered under this policy.
[CUSTOMER][POSITIVE] Thank you so much. And so for this one, can we build the patient?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility. Um, this is just a secondary policy, so.
[CUSTOMER][POSITIVE] Thank you so much and for my documentation purposes, is there any appeal fax number or mailing address?
[AGENT][NEUTRAL] Um, the.
[AGENT][NEUTRAL] See
[AGENT][NEUTRAL] Sorry, uh, our mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And then our fax.
[CUSTOMER][POSITIVE] Thank you and
[CUSTOMER][NEUTRAL] Yeah, carry on.
[AGENT][NEUTRAL] Um, it's 877.
[AGENT][NEUTRAL] Sure. 3659423.
[CUSTOMER][NEUTRAL] Thank you. And is there any timely filing limit?
[AGENT][NEUTRAL] Um, for appeals, it's 180 days.
[CUSTOMER][POSITIVE] Thank you, thank you so much for your wonderful assistance. May I get the call reference number for our call?
[AGENT][NEUTRAL] Um, it's my first name, [PII]
[AGENT][NEUTRAL] Last initial is [PII] as [PII].
[AGENT][NEUTRAL] And then it's today's date.
[CUSTOMER][POSITIVE] Thank you, thank you so much for your wonderful assistance. Have a wonderful rest of your day. Bye-bye.
[AGENT][POSITIVE] OK, thank you. You too.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] My