AccountId: 011433970860
ContactId: f1a93f36-d079-4ac0-a034-29640f7bd690
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 279489 ms
Total Talk Time (AGENT): 83508 ms
Total Talk Time (CUSTOMER): 62002 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/f1a93f36-d079-4ac0-a034-29640f7bd690_20250617T13:06_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hello, I'm calling to check the status of a claim.
[AGENT][POSITIVE] All right. Happy to check on a claim for you. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] 2,256,540
[AGENT][POSITIVE] Thank you. And then if I can get your first name and a callback number, please?
[CUSTOMER][NEUTRAL] Oh, [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. What is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And then date of service.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And do we have a bill amount?
[CUSTOMER][NEUTRAL] $8,149.80
[AGENT][NEUTRAL] Alright, one moment.
[AGENT][NEUTRAL] And I apologize. What was the bill amount again?
[CUSTOMER][NEUTRAL] $8,149.80
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, and we're checking, this is for a medical claim, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So,
[AGENT][NEUTRAL] We did get a claim for that date of service.
[AGENT][NEUTRAL] Um, it looks like there was a benefit payment made. It was made towards the insured.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there a way to get a copy of the payment information?
[AGENT][NEUTRAL] I can send you, I believe a provider EOB but the.
[CUSTOMER][NEUTRAL] I can send you
[AGENT][NEGATIVE] Portion for the 814,980 was denied. It shows that this policy does not provide any benefits for an outpatient hospital facility charge.
[CUSTOMER][NEUTRAL] Portion for the 8140.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] So if you need a copy of that, I can send you a copy of the EOB absolutely.
[CUSTOMER][NEUTRAL] So if you need a copy of.
[CUSTOMER][NEUTRAL] OK, yes, please.
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][POSITIVE] That's a good
[CUSTOMER][NEUTRAL] 602.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 8806
[CUSTOMER][NEUTRAL] 6998
[AGENT][NEUTRAL] I mark attention to anybody on that?
[CUSTOMER][NEUTRAL] Yes, just put um [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, so give it about 5 minutes to come over your way. Is there anything else that I can check on for you?
[CUSTOMER][NEUTRAL] Give it about 5 minutes to come over to your wife.
[CUSTOMER][POSITIVE] No, that was all. Thank you.
[AGENT][POSITIVE] You're welcome. Have a good rest of your day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][NEUTRAL] Bye bye.