AccountId: 011433970860
ContactId: d4490446-a23a-471b-8646-816610a41ccb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184380 ms
Total Talk Time (AGENT): 43566 ms
Total Talk Time (CUSTOMER): 57496 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/d4490446-a23a-471b-8646-816610a41ccb_20250417T19:40_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I need to check status on the claim, please.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02317825.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient [PII] [PII].
[AGENT][NEUTRAL] And what's the date of service?
[CUSTOMER][NEUTRAL] [PII] and the amount of $7,566.
[AGENT][POSITIVE] Thank you for that.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And your um tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEGATIVE] I'm showing this claim denied because the maximum outpatient had already been um maxed out for the year.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, is there a claim number?
[AGENT][NEUTRAL] Mhm. It is 3569493.
[CUSTOMER][NEUTRAL] 3569493. And when was this processed?
[AGENT][NEUTRAL] Uh, we received the claim on the [PII] claim denied on the [PII].
[CUSTOMER][NEUTRAL] Is there any way that that you can email me a copy of that EOB for some reason we didn't receive that.
[AGENT][NEUTRAL] Sure, one moment please.
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, I can't type.
[AGENT][NEUTRAL] Alright, and what's that fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Correct. If you can put attention, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Was there anything else that I can assist with today?
[CUSTOMER][NEUTRAL] Wait, wait.
[CUSTOMER][POSITIVE] No, that would be it thank you so much.
[AGENT][POSITIVE] Alright, thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye