AccountId: 011433970860
ContactId: cf39bdcb-ae4e-4f69-8c6a-6271d4eb427d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208380 ms
Total Talk Time (AGENT): 91051 ms
Total Talk Time (CUSTOMER): 56360 ms
Interruptions: 0
Overall Sentiment: AGENT=2.2, CUSTOMER=1.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/24/cf39bdcb-ae4e-4f69-8c6a-6271d4eb427d_20250324T13:42_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] Um, hey, [PII], my name is [PII]. I'm calling from provider's office for an, uh, uh, claim status. How we doing today.
[AGENT][POSITIVE] I'm doing well, [PII]. Thank you for asking. And how are you today?
[CUSTOMER][POSITIVE] Very well, thanks for asking.
[AGENT][POSITIVE] Oh great, and it would be a pleasure to assist you with claim status today. What is a good callback number, please?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] It's 02491250 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII]. [PII].
[AGENT][POSITIVE] All right, thank you, [PII] and it would be a pleasure to assist you. Do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] of service was January [PII]. Total charges 345 even 345.
[AGENT][POSITIVE] Thank you. And what is the facility name, please?
[CUSTOMER][NEUTRAL] I'm calling from [PII].
[AGENT][NEUTRAL] And that's the facility name?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm getting it pulled up, bear with me just one second.
[AGENT][POSITIVE] OK, thank you. All right.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] [PII] we did receive that claim.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] It was processed on [PII].
[AGENT][NEUTRAL] And this claim was denied as office visits are not covered under the patient's plan.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] So we can build this to patients, right?
[AGENT][NEUTRAL] That would be determined by the provider. We're not major medical and do not determine if you can build the patient.
[CUSTOMER][NEUTRAL] All right. My bad. OK, send me the claim number.
[AGENT][NEUTRAL] The claim number is 356.
[AGENT][NEUTRAL] 9591.
[CUSTOMER][POSITIVE] Thank you very much. Please help me the call reference numbers on the call.
[AGENT][NEUTRAL] It would be my name and today's date, and I spell my name [PII]
[AGENT][POSITIVE] First initial last name, [PII]. And [PII], it was a pleasure to assist you with that claim status. Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] OK. Thank you very much, [PII]. I hope you enjoy your day.
[AGENT][NEUTRAL] Mm
[AGENT][POSITIVE] I hope you enjoy your day as well, and it was a pleasure to assist you, [PII]. Thank you for calling APL. Take care.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye-bye.