AccountId: 011433970860
ContactId: e882507f-76af-49a6-8fd9-9a3701b988c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 300980 ms
Total Talk Time (AGENT): 103689 ms
Total Talk Time (CUSTOMER): 88015 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/e882507f-76af-49a6-8fd9-9a3701b988c7_20250624T14:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office to check on a claim status. And could you please spell out your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Got it. Thank you so much.
[AGENT][NEUTRAL] And sure, brother, I can assist you with claim status. First, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. The callback number is [PII].
[CUSTOMER][NEUTRAL] [PII] and the extension [PII].
[AGENT][NEUTRAL] Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] Uh, policy number 02.
[CUSTOMER][NEUTRAL] 4,384,500.
[AGENT][NEUTRAL] Please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth of [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Sure. The date of service of [PII] and the total charge amount of $1,494 even.
[AGENT][NEUTRAL] OK, one moment, please.
[AGENT][NEUTRAL] OK. Yes, sir. We did receive that claim and I'm showing that they denied because under this policy, we cover up to $500 per day and that was um paid out on a previous claim.
[CUSTOMER][NEUTRAL] I'm sorry, could you please repeat again with any reason?
[AGENT][NEUTRAL] We cover up to $500 per day and the $500 was paid out on a previous claim.
[CUSTOMER][NEUTRAL] OK. May I know the claim number?
[AGENT][NEUTRAL] Yes, the claim number is
[AGENT][NEUTRAL] Could you please repeat the date of service?
[CUSTOMER][NEUTRAL] So date of service of [PII].
[AGENT][NEUTRAL] OK, yes, sir. The claim number is 3541 I'm sorry, 3,547,180.
[CUSTOMER][NEUTRAL] 354-7180, right?
[AGENT][NEUTRAL] Yes, sir. That's the claim number.
[CUSTOMER][NEUTRAL] OK. May I know the claim red and denied it?
[AGENT][NEUTRAL] Um, yes, we received this claim on.
[AGENT][NEUTRAL] [PII] and it processed and denied on [PII].
[CUSTOMER][POSITIVE] Thank you so much. And could you please send me the copy of you through fax?
[AGENT][NEUTRAL] Yes, what's your fax number, please?
[CUSTOMER][POSITIVE] [PII] and make attention my name, [PII].
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] OK. So that's Bravo 86438533947.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, and please repeat the date of service and bill charges.
[CUSTOMER][NEUTRAL] So, data service of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And the bill amount for $1,494 even.
[AGENT][NEUTRAL] OK. Yes, sir. You should receive it in about 10 minutes. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much for this. Have a nice day. Before that, could you please provide me the call reference number?
[AGENT][NEUTRAL] Yes, so the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] Last initial is [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII] Thank you so much for listening. Have a nice day.
[AGENT][POSITIVE] You do the same, Bravo. Thank you for calling APL. Mm bye.
[CUSTOMER][NEUTRAL] Bye-bye.