AccountId: 011433970860
ContactId: efde8a78-af0c-46a6-8881-8e789d0f63a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277079 ms
Total Talk Time (AGENT): 87603 ms
Total Talk Time (CUSTOMER): 87589 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/efde8a78-af0c-46a6-8881-8e789d0f63a7_20250207T22:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, this is [PII] calling the provider office.
[CUSTOMER][NEUTRAL] just for status.
[AGENT][NEUTRAL] Checking on a claim.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can check that for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII] and the extension is [PII].
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes. It's 01994078 M. Mary L Lima 8.
[AGENT][NEUTRAL] OK, thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's, it's uh [PII] on the date of birth is [PII].
[AGENT][NEUTRAL] All right, thank you for verifying that, [PII]. And uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII] and what was the uh billed amount please?
[CUSTOMER][NEUTRAL] $1,132.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] And what was the name of the uh provider's office this was with [PII]?
[CUSTOMER][NEUTRAL] Or.
[AGENT][NEUTRAL] OK. One moment, please.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did receive this claim, uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, you mean to say, no, give me the status of uh after [PII].
[AGENT][NEUTRAL] Could you repeat that? I'm sorry.
[CUSTOMER][NEUTRAL] Give me the status after [PII].
[AGENT][NEGATIVE] Yes, it was denied.
[CUSTOMER][NEUTRAL] Oh, what is the reason for dinner?
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK. Let me mention.
[AGENT][NEUTRAL] If you'd like I can send you a copy of this EOV [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Please check that you'll be.
[AGENT][NEUTRAL] Yes, what was that fax number for you?
[CUSTOMER][NEUTRAL] OK. And the fax number is, uh, give me one minute.
[CUSTOMER][NEUTRAL] 631-532
[CUSTOMER][NEUTRAL] 1899.
[AGENT][NEUTRAL] OK, um, I'm gonna read that back to make sure I heard that correctly. That was 631.
[AGENT][NEUTRAL] 5321899.
[CUSTOMER][POSITIVE] Yes, this is correct.
[AGENT][NEUTRAL] OK, and would I just put this to your attention, [PII]?
[CUSTOMER][NEUTRAL] Uh, no, no. Give me the claim received it.
[AGENT][NEUTRAL] Uh, the claim was received, uh, [PII].
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] It is 355-83777.
[CUSTOMER][NEUTRAL] OK. 35.
[AGENT][NEUTRAL] When I fax this EOB [PII], would I put this to your attention?
[CUSTOMER][NEUTRAL] OK. And before you fix us, you give me your call reference number?
[AGENT][NEUTRAL] It's my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] OK. No, thank you so much.
[AGENT][POSITIVE] OK, well thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] OK.