AccountId: 011433970860
ContactId: eb3f58ba-93b4-4682-88fc-018e9228d5cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213199 ms
Total Talk Time (AGENT): 60996 ms
Total Talk Time (CUSTOMER): 74583 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/eb3f58ba-93b4-4682-88fc-018e9228d5cc_20250613T17:08_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] calling from provider's office for claims service.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Uh, that is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Oh yeah, that is 02556925.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, that is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Yeah
[AGENT][NEUTRAL] And date of service and bill charges.
[CUSTOMER][NEUTRAL] Update of service is uh [PII].
[CUSTOMER][NEUTRAL] Uh, build up on $370 even.
[CUSTOMER][NEUTRAL] It's not on the
[CUSTOMER][NEUTRAL] Hey
[AGENT][NEUTRAL] OK, looks like we received the claim on 521-25.
[AGENT][NEUTRAL] Oh that's 529, 25.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, this policy does not provide a wellness expense benefit.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I it denied for that reason?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Hi
[CUSTOMER][NEUTRAL] Uh, could you please repeat that, Dina?
[AGENT][NEUTRAL] The policy does not cover wellness expense benefits.
[CUSTOMER][NEUTRAL] Wellness expense benefit, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Is it for all the 3 CPD code?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] [PII] OK.
[CUSTOMER][NEUTRAL] Uh, may I know the plan type over here, please?
[AGENT][NEUTRAL] The plant type is supplemental.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Supplementary.
[CUSTOMER][NEUTRAL] OK, could you please provide me the claim number?
[AGENT][NEUTRAL] Yes, claim number is 3606673.
[CUSTOMER][NEUTRAL] That is 3606673, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Uh, so, uh, it does not go by plan, so is it a patient responsibility?
[CUSTOMER][NEUTRAL] Of the amount?
[AGENT][NEUTRAL] Um, this is, this is a supplemental policy, so we can't instruct on patient responsibility.
[CUSTOMER][POSITIVE] OK, no problem, no problem with that.
[CUSTOMER][NEUTRAL] Uh, OK. So could you please spell your name for me?
[AGENT][NEUTRAL] That's [PII]
[CUSTOMER][NEUTRAL] But [PII] last name is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and uh I'll need the reference number for our call.
[AGENT][NEUTRAL] Reference number is my name [PII], first initial to last name [PII], and today's date. And anything else I can help with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] It's always
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, that's what I needed. Thank you for assistance. Have a nice day. Enjoy your weekend. Bye for now.
[AGENT][POSITIVE] Thank you for calling AP.
[AGENT][POSITIVE] Have a great weekend. Bye bye.