AccountId: 011433970860
ContactId: da6727cc-95d6-46c4-bcc7-e7ba7acd432f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149380 ms
Total Talk Time (AGENT): 56110 ms
Total Talk Time (CUSTOMER): 65484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/da6727cc-95d6-46c4-bcc7-e7ba7acd432f_20250620T16:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] with Texas Oncology. I am just needing to confirm um why you guys are
[CUSTOMER][NEUTRAL] Stating our services are not covered, it could possibly be because of her benefit type. I'm just not 100% sure.
[AGENT][POSITIVE] I'm sure, [PII] I can assist you with benefits. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII] direct.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01868778
[AGENT][NEUTRAL] OK, thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII]. Birth date [PII].
[AGENT][NEUTRAL] And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For
[CUSTOMER][NEUTRAL] $368.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that under um this policy, the co-pay for office visits are not covered and that's why this claim denied because um according to the documentation, that's what it was billed for, the office visit, and it's not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and that truly is patient responsibility, correct?
[AGENT][NEUTRAL] Yes, ma'am, it is.
[CUSTOMER][NEUTRAL] OK, and I'm so sorry I did not catch your name clearly so if I could get that one more time and then then if there's a call reference number.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um my name is [PII]. It's spelled [PII] Last [PII] is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Nope, that is actually it. You answered my question, which is not where I thought you were going, but hey, I'm glad I called.
[AGENT][POSITIVE] OK, great. Well, I thank you for calling ATL [PII] and you have a great weekend.
[CUSTOMER][POSITIVE] Thank you. You too.
[AGENT][POSITIVE] Mhm. Thank you. Mm bye.
[CUSTOMER][NEUTRAL] Mhm. Bye-bye.