AccountId: 011433970860
ContactId: d07a4570-a418-4403-962e-459b10a11c48
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155259 ms
Total Talk Time (AGENT): 60318 ms
Total Talk Time (CUSTOMER): 44009 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/d07a4570-a418-4403-962e-459b10a11c48_20250211T18:39_UTC.wav
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[AGENT][NEUTRAL] This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office checking on claim status. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can assist you with that [PII]. Can I have the call a callback number and the spelling of your name?
[CUSTOMER][NEUTRAL] Yeah. Uh, it's [PII]. And my
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] Thank you. And what is the policy number of the member that you're inquiring claim status for today, [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's 018287557.
[AGENT][NEUTRAL] Thank you, can you verify the patient's name and date of birth and I'll be able to assist you with your claim status.
[CUSTOMER][NEUTRAL] Sure. It's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] The last name S [PII]
[CUSTOMER][NEUTRAL] And the date of birth, [PII].
[AGENT][NEUTRAL] And what is the date of service that you're inquiring claim status for for [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is your procedure called?
[CUSTOMER][NEUTRAL] 99213.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], this claim was submitted [PII]. It was processed [PII]. There was no payment made on this claim because the services provided is not covered under the policy. So office visits are not covered. The policy does not offer any type of benefits for office visits.
[CUSTOMER][POSITIVE] OK. Thank you.
[AGENT][NEUTRAL] Would you like that claim number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Give me one moment.
[AGENT][NEUTRAL] The claim number is 3.
[AGENT][NEUTRAL] 529-794-3529794.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah, thank you for providing this information and that's all for the day. Have a good day.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] Thanks for calling APL Lamari. You have a great day as well. Goodbye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.