AccountId: 011433970860
ContactId: dac523f8-1cfc-492d-ac37-90b602bedeb6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 234360 ms
Total Talk Time (AGENT): 53559 ms
Total Talk Time (CUSTOMER): 95260 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/dac523f8-1cfc-492d-ac37-90b602bedeb6_20250620T18:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi fella. Good afternoon. My name is [PII] and I'm calling from Holy Cross Medical Group. How in regarding?
[AGENT][POSITIVE] I'm good. How can I help today, [PII]?
[CUSTOMER][NEUTRAL] I can take me on this.
[AGENT][NEUTRAL] Alright, what is the patient's policy number?
[CUSTOMER][NEUTRAL] Mhm. Just give me one moment.
[CUSTOMER][NEUTRAL] The patient policy number is gonna be 02493393 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you. Do you have a good callback number please for documentation?
[CUSTOMER][NEUTRAL] Yeah, sure. That's gonna be [PII]. And it's a direct line?
[AGENT][NEUTRAL] What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, the patient name is gonna be [PII].
[CUSTOMER][NEUTRAL] And the date of got gonna be [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] That's gonna be [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] That's gonna be $661 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] This claim was received [PII]. The claim is processed and denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The member's plan does not cover office visits.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, can I get the claim number?
[AGENT][NEUTRAL] 358-613-3.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. I appreciate that. Uh, can I, can I get your last name initial?
[AGENT][NEUTRAL] It is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Is there anything else I can check on for you today?
[CUSTOMER][NEUTRAL] Uh, can you send me a copy of the ID to the fax number I'm gonna provide you?
[AGENT][NEUTRAL] Mhm. Whenever you're ready, go ahead.
[CUSTOMER][NEUTRAL] Yeah, sure, that's gonna be.
[CUSTOMER][NEUTRAL] 248
[CUSTOMER][NEUTRAL] 233
[CUSTOMER][NEUTRAL] 2452.
[CUSTOMER][NEUTRAL] Uh, attention to my supervisor. That's gonna be [PII].
[AGENT][NEUTRAL] All right. Give it about 5 minutes and you should have the EOB. Is there anything else?
[CUSTOMER][NEUTRAL] Uh, I guess, uh, that's it for today. And can I get the call reference number?
[AGENT][NEUTRAL] That would be my name with today's date.
[CUSTOMER][NEUTRAL] That's gonna be [PII] Sorry, T. 06202025, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much, sir. Thank you so much, but. I appreciate for work and thank you so much for your assistance. Have a good.
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] Bye bye.