AccountId: 011433970860
ContactId: e5839d7a-9ecf-4000-96f0-eeb7207f907c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 175199 ms
Total Talk Time (AGENT): 61814 ms
Total Talk Time (CUSTOMER): 85706 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/e5839d7a-9ecf-4000-96f0-eeb7207f907c_20250613T15:51_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][POSITIVE] And thank you for calling APR. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. My name is [PII] First initial of my last name [PII]. I'm calling regarding claim status.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, [PII] no extension.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 02573500.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Now I need the date of service and bill charges on the plane, please.
[CUSTOMER][NEUTRAL] [PII] $685 even.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 3609027.
[AGENT][NEUTRAL] And this claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Not covered on our policy. So in this case, um, the full balance is patient responsibility.
[AGENT][POSITIVE] Yes, ma'am. That's correct.
[CUSTOMER][NEUTRAL] He responsibility.
[CUSTOMER][NEUTRAL] Just in order to confirm, um, may I please have the remaining balance that is patient responsibility.
[AGENT][NEUTRAL] I'm not showing that in our system because the um the claim denied.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so you told me it was processed on [PII] of this year, so we have to allow time to receive this information the AO information. Well, in that case, I just need the reference number and that will be it. Thank you.
[AGENT][NEUTRAL] OK. Yes, ma'am. The reference number is my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] At the moment no, thank you so much for your help. Have a great day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. bye.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] Good