AccountId: 011433970860
ContactId: e577ea1b-657b-427b-bfcf-e5ec2098ebcc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191500 ms
Total Talk Time (AGENT): 80671 ms
Total Talk Time (CUSTOMER): 35377 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/e577ea1b-657b-427b-bfcf-e5ec2098ebcc_20250307T15:43_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. Last initial is [PII]. Could you please help me with the claim status?
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number please, [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and the member's policy number please, [PII]?
[CUSTOMER][NEUTRAL] 0249
[CUSTOMER][NEUTRAL] 762 9.
[AGENT][POSITIVE] OK, thank you one moment please.
[AGENT][NEUTRAL] And any information, [PII], that I do provide for you today would be a verification of benefits and not a guarantee of payment. What is your patient's name and date of birth?
[CUSTOMER][NEUTRAL] Member's name, [PII]. Date of birth, [PII].
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And what is the date of service and total bill amount for her place, [PII]?
[CUSTOMER][NEUTRAL] Date of service, [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the total charge amount, $1,569.64.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, [PII], so this claim was received. The received date was [PII].
[AGENT][NEUTRAL] It was processed on to [PII].
[AGENT][NEGATIVE] It was denied.
[AGENT][NEUTRAL] The claim number is going to be 356.
[AGENT][NEUTRAL] 2201.
[AGENT][NEGATIVE] And it was denied because we need the primary insurance company's explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Yes sir, and uh we do have a portal. [PII], if you need a copy of this explanation of benefits, you may print it by going to secured. Excuse me, let me start over, [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. And is there anything else I can help you with today?
[CUSTOMER][POSITIVE] No. Thank you. Thank you for your help.
[AGENT][POSITIVE] OK. Well, you're welcome, [PII], and thank you for calling APL. I hope you have a very nice weekend.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][POSITIVE] Thank you. Bye-bye.