AccountId: 011433970860
ContactId: d8d58292-5d55-4d7c-8edb-d2400693f5b2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225759 ms
Total Talk Time (AGENT): 61472 ms
Total Talk Time (CUSTOMER): 53228 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/d8d58292-5d55-4d7c-8edb-d2400693f5b2_20250130T18:46_UTC.wav
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[AGENT][POSITIVE] Good morning. Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh hello, ma'am. This is [PII] from Mercy Clinic. We are in claim status and very good morning, ma'am.
[AGENT][NEUTRAL] OK, you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] And do you have a callback number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Sure, ma'am. That is [PII]. It's a direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am. That is 021-917-44.
[AGENT][NEUTRAL] Hold on one moment, please.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] My first name is [PII] and the last name is [PII].
[AGENT][NEUTRAL] And the date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, what is one of the bills? What is one of the procedure codes that was on that bill?
[CUSTOMER][NEUTRAL] 99213.
[AGENT][NEUTRAL] Well there's 3 procedure codes on there?
[CUSTOMER][NEUTRAL] Yes, ma'am, and the second one would be 87,880.
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, we paid $11.20 on that claim.
[CUSTOMER][NEUTRAL] Pass
[AGENT][NEUTRAL] I'm I'm sorry, $11.27.
[CUSTOMER][NEUTRAL] OK, can I get the claim number, ma'am, please?
[AGENT][NEUTRAL] Alright, hold on just a second.
[AGENT][NEUTRAL] The claim number is 3557088.
[CUSTOMER][NEUTRAL] And this was allowed and paid for $11.27.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And what I need to on the claim, ma'am?
[AGENT][NEUTRAL] Do it now?
[CUSTOMER][NEUTRAL] Any denial on the claim?
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[CUSTOMER][POSITIVE] Got it. Thank you so much, ma'am. And the reference number for the call, please?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] And yeah, that'll be all, ma'am. Thank you so much for helping out.
[AGENT][POSITIVE] Thank you, [PII] for calling IPO. You have a good day.
[CUSTOMER][POSITIVE] Have a good day, ma'am. Thank you.
[AGENT][NEUTRAL] Mhm. Bye-bye.