AccountId: 011433970860
ContactId: f05bb6b3-217a-44cf-9b4a-7e807c81b3b7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 270769 ms
Total Talk Time (AGENT): 78136 ms
Total Talk Time (CUSTOMER): 82371 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/23/f05bb6b3-217a-44cf-9b4a-7e807c81b3b7_20250123T19:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][POSITIVE] Thank you for
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Prada's office regarding the claim.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] Um, the numbers I I have it's uh 020.
[CUSTOMER][NEUTRAL] 06394.
[AGENT][POSITIVE] Thank you, [PII] and do you have a good callback number?
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you for that. And then if I could get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name, it's [PII], and the date of birth, it's [PII].
[AGENT][NEUTRAL] OK and what's the date of service?
[CUSTOMER][NEGATIVE] Date of service it's uh [PII] and the charge amount, it's uh $89 even.
[AGENT][NEUTRAL] [PII], 1 moment.
[AGENT][POSITIVE] I appreciate your patience on that. So it looks like we did receive the claim on [PII].
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] The
[CUSTOMER][NEUTRAL] January
[AGENT][NEGATIVE] Claim was denied services are not covered.
[AGENT][NEUTRAL] In a doctor's office or clinic.
[CUSTOMER][NEUTRAL] So, is it like it's not covered under the patient's plan?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] So may I know the, uh, may I know the reason why it's not covered?
[AGENT][NEUTRAL] It's not part of the patient's plan.
[CUSTOMER][NEUTRAL] It's not the.
[CUSTOMER][NEUTRAL] So, I know which type of plan that patient has.
[AGENT][NEUTRAL] We're the secondary insurance, this is a meddling plan.
[CUSTOMER][NEUTRAL] For the secondary
[CUSTOMER][NEUTRAL] OK. And can I have the dinner date?
[AGENT][NEUTRAL] Claim was denied [PII].
[CUSTOMER][NEUTRAL] And um can I have the claim number?
[AGENT][NEUTRAL] 354.
[AGENT][NEUTRAL] 8712.
[CUSTOMER][NEUTRAL] 8
[CUSTOMER][NEUTRAL] OK just a moment here.
[CUSTOMER][NEUTRAL] OK. And can I have the copy of the UOB?
[AGENT][POSITIVE] Absolutely. What's a good fax number?
[CUSTOMER][NEUTRAL] Oh yeah. My fax number, it's 201.
[CUSTOMER][NEUTRAL] 905
[CUSTOMER][NEUTRAL] 2140 and the attention to my name.
[AGENT][NEUTRAL] That was 210905-2140?
[CUSTOMER][NEUTRAL] Um, let me repeat that once. It's 201.
[CUSTOMER][NEUTRAL] 9,052,140.
[AGENT][POSITIVE] Alright, thank you so much. So I will send that over. It should be there in about 5 minutes. Is there anything else I can check on for you, [PII]?
[CUSTOMER][POSITIVE] OK, thank you so much for that information and uh reference for the call.
[AGENT][NEUTRAL] Call references my name with my last initial in today's date.
[CUSTOMER][NEUTRAL] In today's my name again.
[AGENT][NEUTRAL] My name again is [PII], that's [PII]
[AGENT][NEUTRAL] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] Thank you so much for that information. Have a great day. Take care. Bye for now.
[AGENT][NEUTRAL] You too. Bye bye.