AccountId: 011433970860
ContactId: d164e5b3-3bb6-410f-8acd-6872a3d6e27e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 236429 ms
Total Talk Time (AGENT): 58925 ms
Total Talk Time (CUSTOMER): 115156 ms
Interruptions: 1
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/d164e5b3-3bb6-410f-8acd-6872a3d6e27e_20250616T20:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. My name is [PII]. I'm calling from the provider's office. check on a claim status. Uh, could you please help me, please?
[AGENT][NEUTRAL] I can help you with claim status [PII]. Can I get a good call back number in case we get disconnected?
[CUSTOMER][NEUTRAL] Uh, sure. My callback number is a direct line, no extension. It's [PII].
[AGENT][NEUTRAL] And do you have the uh policy number with you?
[CUSTOMER][NEUTRAL] Oh, yeah.
[CUSTOMER][NEUTRAL] Uh, policy number is 02446538.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] so.
[CUSTOMER][NEUTRAL] Sure, one second. Uh, the patient's first, OK, date of birth is [PII]. 1st name is [PII] Last name is uh [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have the claim number or date of service?
[CUSTOMER][NEUTRAL] Uh, sure, one second.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Perfect
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] I have a claim number on file with me. Uh, can I give you that?
[AGENT][NEUTRAL] Sure, what's the claim number?
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] The claim number that I have on file is 358-522-27.
[CUSTOMER][NEUTRAL] OK
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] It looks like this claim was denied because office visits are not covered um by the policy.
[CUSTOMER][NEUTRAL] Uh, OK. It's non-covered. Also, it's non-covered as for the patient's plan or provider's plan.
[AGENT][NEUTRAL] Uh, for this policy that she has with APL, uh,
[AGENT][NEGATIVE] It was not a covered, it was not a covered service.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] OK, it's not covered by the patient's plan, correct?
[AGENT][NEUTRAL] Right. Yes, ma'am.
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] OK. Thank you. One second. So when is this claim received and processed?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] No
[AGENT][NEUTRAL] We received this claim on [PII], and it was processed on [PII].
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Yeah, thank you.
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Uh yeah, can I have a reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers, but you can use my name and last initial and today's date. So [PII] in today's date.
[CUSTOMER][NEUTRAL] When she
[CUSTOMER][POSITIVE] OK, thank you. Yeah, that's all for today. I had only one patient. Thanks for helping me.
[AGENT][POSITIVE] Great, thank you for calling [PII]. I hope you have a great day.
[CUSTOMER][POSITIVE] Yeah, you too. Thank you.