AccountId: 011433970860
ContactId: d701fd9d-0992-4bdd-8fc3-270e73afc9af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 248300 ms
Total Talk Time (AGENT): 66201 ms
Total Talk Time (CUSTOMER): 50567 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/02/d701fd9d-0992-4bdd-8fc3-270e73afc9af_20250102T19:22_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Good afternoon. My name is [PII]. Last name initial last name [PII] calling from the provider's office in order to get claim status.
[AGENT][NEUTRAL] OK [PII], I can help you with claim status. What is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yep it's [PII].
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and then what's the patient's date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And policy number, please?
[CUSTOMER][NEUTRAL] 1309118
[AGENT][NEUTRAL] OK, let me pull that up.
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount
[CUSTOMER][NEUTRAL] $450.
[AGENT][NEUTRAL] And then what's the charges after primary paid their part?
[CUSTOMER][NEUTRAL] Second.
[CUSTOMER][NEUTRAL] Let me see if we're able to see that info because usually we're not.
[CUSTOMER][NEUTRAL] Should be $359.60.
[AGENT][NEUTRAL] OK thank you and then what is the name of the facility that you're calling for?
[CUSTOMER][NEUTRAL] Provider's name is [PII], I'm sorry, the group name is Berkower Pain and spin rehabilitation.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull up that claim for you, Miss [PII]. I'll be right back.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again.
[AGENT][NEUTRAL] So, um, that claim, the claim number is 353.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2300.
[AGENT][NEGATIVE] Was denied because uh.
[AGENT][NEUTRAL] Office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] OK, may I have the denial date?
[AGENT][POSITIVE] Yes ma'am, let me look that up for you.
[AGENT][NEUTRAL] The claim was processed on [PII].
[CUSTOMER][NEUTRAL] Got it and the reference for the call please?
[AGENT][NEUTRAL] You can use my name, it's [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you have a good rest of the day.
[AGENT][POSITIVE] You too, [PII] you have a good one thanks for calling APL.