AccountId: 011433970860
ContactId: e66a7382-8a65-46d8-909b-c5a857345342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 271489 ms
Total Talk Time (AGENT): 66543 ms
Total Talk Time (CUSTOMER): 111369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/08/e66a7382-8a65-46d8-909b-c5a857345342_20250408T13:50_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Oh hi [PII]. I'm [PII] and I'm calling from provider's office to check on the status of my claim.
[AGENT][NEUTRAL] OK. How do you spell your name?
[CUSTOMER][NEUTRAL] My uh it's [PII], and my initial last name is [PII].
[AGENT][NEUTRAL] Your name is [PII]?
[CUSTOMER][POSITIVE] Yes, you're right.
[AGENT][NEUTRAL] OK, and do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] and it's a direct line.
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02446538.
[AGENT][NEUTRAL] And the, what's the patient's name?
[CUSTOMER][NEUTRAL] Patient is [PII] R. Date of birth for her is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were needing claim status or benefits.
[CUSTOMER][NEUTRAL] It's for a claim status.
[AGENT][NEUTRAL] OK, I can help you with that. What date of service?
[CUSTOMER][NEUTRAL] Uh, the service is [PII], and the amount on the claim is $277 in.
[AGENT][NEUTRAL] OK, we did get that claim in, office visits are not covered by their policy.
[CUSTOMER][NEUTRAL] So you don't cover an office visits. Oh, got it. And yeah, can I get a claim uh receipt cross state?
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Can you get what now?
[CUSTOMER][NEUTRAL] Can I get the claim receipt date and the claim process date?
[AGENT][NEUTRAL] OK, hold on one moment.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] It was received 331.
[AGENT][NEUTRAL] 25.
[AGENT][NEUTRAL] And it was processed for 2.
[AGENT][NEUTRAL] 25.
[CUSTOMER][NEUTRAL] Can I get a claim number?
[AGENT][NEUTRAL] 3583775
[CUSTOMER][NEUTRAL] Oh, thank you so much for that. And yes, can you please help me? You've stated that the office visits are not covered. I'm, I just want to confirm, is that is not covered under the patient policy or for the provider's contract?
[AGENT][NEUTRAL] It is not covered by the patient's policy.
[CUSTOMER][NEUTRAL] Patient's policy. Thank you. May I know the patient's plan type?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] This is just a gap policy.
[CUSTOMER][NEUTRAL] Uh, mega, thank you. Yes, can you please help me to send a copy of EOB to my fax?
[AGENT][NEUTRAL] What's your fax number?
[CUSTOMER][NEUTRAL] Uh, yes, just a moment. Uh, I just get my fax here.
[CUSTOMER][NEUTRAL] Uh fax number is [PII] and it is attached to my name [PII].
[AGENT][NEUTRAL] OK, I'll fax it to you.
[CUSTOMER][POSITIVE] Thank you so much for that, [PII]. And yes, can I also get a call reference number for the call, please?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] Oh thank you [PII] and have a good day bye bye take care and stay safe as well.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.
[AGENT][NEUTRAL] Bye-bye.