AccountId: 011433970860
ContactId: db5742ba-1ef0-4bb5-96c3-24a2d21fc2ff
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 176250 ms
Total Talk Time (AGENT): 51950 ms
Total Talk Time (CUSTOMER): 76467 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/db5742ba-1ef0-4bb5-96c3-24a2d21fc2ff_20250624T14:35_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, my name is [PII]. I'm calling from Office Provider is to check claims status.
[AGENT][NEUTRAL] OK, I can help you with claim status. [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] and.
[CUSTOMER][NEUTRAL] We are a medical.
[CUSTOMER][NEUTRAL] Provide
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] And do you, do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Sure, give me one sec is 01.
[CUSTOMER][NEUTRAL] 611,610 M as in Mike L Louis 7.
[AGENT][NEUTRAL] And what was the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you needing benefits um for uh you said benefits, right?
[CUSTOMER][NEUTRAL] A claim claim status.
[AGENT][NEUTRAL] Same status. I'm sorry.
[CUSTOMER][NEUTRAL] With
[CUSTOMER][NEUTRAL] No, it's OK.
[AGENT][NEUTRAL] What was the date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] It's $163 even 163.
[CUSTOMER][NEUTRAL] We sent um recently by paper the claim along the EOS the previous EOS.
[AGENT][NEUTRAL] Uh, it looks like it was received back in 6-7-2024. Pro 611-2024. Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Then is patient responsibility, right?
[AGENT][NEUTRAL] Um, we're a secondary supplemental plan, so we can't instruct on patient responsibility.
[AGENT][NEUTRAL] All we can do is process the claim according to the plan.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Oh OK.
[CUSTOMER][NEUTRAL] Um, I'm sorry, can I have the claim number?
[AGENT][NEUTRAL] Uh yes, claim number 3467027.
[CUSTOMER][NEUTRAL] 7 and was processed on [PII] right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEGATIVE] Because office business is not under the OK.
[CUSTOMER][NEUTRAL] Benefit plan, OK.
[CUSTOMER][POSITIVE] Perfect. Can I have a reference number for this call?
[AGENT][NEUTRAL] Uh, reference number is my name, [PII], first initial to last name [PII], and today's date. Anything else we can help with today?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] No thank you so much [PII], for your help. Have a great day.
[AGENT][POSITIVE] Thank you for calling APL. You too. Bye bye.