AccountId: 011433970860
ContactId: db5d0377-c237-4d46-b670-bbd921b7c69b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177050 ms
Total Talk Time (AGENT): 67852 ms
Total Talk Time (CUSTOMER): 45740 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/db5d0377-c237-4d46-b670-bbd921b7c69b_20250317T15:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Can you please hold for one minute?
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK, uh, hi, ma'am. My name is [PII] and I'm calling from the provider's office, and recently I'm checking the claim status. While, how are you doing today?
[AGENT][POSITIVE] I'm doing well. Can you repeat your name slowly, please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][NEUTRAL] OK, I mean, may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. Extension was [PII].
[AGENT][POSITIVE] Thank you for that and I'm doing well today. How are you?
[CUSTOMER][POSITIVE] Doing well.
[AGENT][POSITIVE] That's good. And may I have the
[CUSTOMER][NEUTRAL] Do on the member ID?
[AGENT][NEUTRAL] Yes, may I have the member's policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is 01888703.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Sure, the member's first name is [PII], with the date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the date of service and the total bill for the claim?
[CUSTOMER][NEUTRAL] Sure, the date of service is [PII] and the billing amount, it is $6.10.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] And all the information provided is a verification of benefits, not a guarantee of payment. Hold on one moment while I get the claim for you. Ma'am, if you're gonna place me on hold, can you let me know, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, sure.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the call, on the claim, I'm sorry.
[CUSTOMER][NEUTRAL] Sleep remedies. Sleep Remedies LLC.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] So I'm showing received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 3, I'm sorry, 354-6312.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEGATIVE] And hold on one moment, I'm getting the denial reason for you.
[AGENT][NEUTRAL] Durable medical equipment is not covered under this policy.
[CUSTOMER][NEUTRAL] Sure, sure.
[CUSTOMER][NEUTRAL] What is the call reference number for this number?
[AGENT][NEUTRAL] There's no call reference number. You can use my name in today's date, the first initial.
[CUSTOMER][POSITIVE] Thank you. Have a nice day.