AccountId: 011433970860
ContactId: cf52a0b4-14da-4088-94be-521cf390a1b8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198940 ms
Total Talk Time (AGENT): 35389 ms
Total Talk Time (CUSTOMER): 85362 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/cf52a0b4-14da-4088-94be-521cf390a1b8_20250624T17:36_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] calling from provider office to check the claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, one moment. Yeah, which is [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm. Yeah, which is 00.
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Sorry, sorry, sorry for that. Uh 02317301, M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] And the date of service bill charges.
[CUSTOMER][NEUTRAL] Yeah. The date of service held on [PII] and the total bill amount is $386.40.
[AGENT][NEUTRAL] It looks like the payment was received 55-2025.
[AGENT][NEUTRAL] Process 57 2025.
[AGENT][NEUTRAL] And then office visits are not covered under the patient policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Patient policy.
[CUSTOMER][POSITIVE] Thank you so much for that. And uh so the CPT code is belongs to the office visit. Am I right?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] May I know the patient policy?
[AGENT][NEUTRAL] A secondary supplemental?
[CUSTOMER][POSITIVE] Thank you so much. Uh, can I get the copy of UOB?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] It's [PII]. Attention to my name.
[AGENT][NEUTRAL] OK, I'll get that faxed over. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, that's it for today. And can I get your name? I didn't catch that.
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][POSITIVE] Mhm. Thank you so much, [PII]. And yeah, that's it for today. Uh, can I get the call reference number for our call?
[AGENT][NEUTRAL] The reference number is my name is [PII], and today's date.
[CUSTOMER][POSITIVE] Yeah. Thank you so much for your wonderful assistance, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.