AccountId: 011433970860
ContactId: f396a589-118d-444f-94d1-8a1c07e3816f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 561679 ms
Total Talk Time (AGENT): 105180 ms
Total Talk Time (CUSTOMER): 107614 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=-0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/21/f396a589-118d-444f-94d1-8a1c07e3816f_20250121T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office.
[AGENT][POSITIVE] Hi, son. How can I help you today?
[CUSTOMER][NEUTRAL] I call you for the claim status.
[AGENT][NEUTRAL] OK, I can help you with the claim. Can you please give me your callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] The patient name is [PII] Was.
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And then what's [PII]'s policy number?
[CUSTOMER][NEUTRAL] The policy number is 02340615 M as in Mike L as in Lima 7.
[AGENT][NEUTRAL] Thank you, and then what is the date of service please?
[CUSTOMER][NEUTRAL] The date of service is [PII] with the charge amount of $375.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, after primary date.
[CUSTOMER][NEUTRAL] Just give me a moment.
[AGENT][POSITIVE] Yes, ma'am. Take your time.
[CUSTOMER][NEUTRAL] Then it would be 1 $165 like $165.
[AGENT][NEUTRAL] OK, and then, um, son, what is the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] Uh, I'm calling from Quigley Eye Specialist.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I pull this claim up for you and I'll be right back.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi son, this is [PII] back with you again.
[AGENT][NEUTRAL] I did find the claim and the claim number is 3544.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Phone number you.
[CUSTOMER][NEUTRAL] Oh, just a second, [PII]. Can, can I know when the claim was received on?
[AGENT][NEUTRAL] The claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] The claim number is.
[CUSTOMER][NEUTRAL] Can you get that log in?
[AGENT][NEUTRAL] The claim number is
[CUSTOMER][NEUTRAL] Can I get the download and paid amount?
[AGENT][NEUTRAL] No, the claim was denied because office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] OK so.
[CUSTOMER][NEUTRAL] Office.
[CUSTOMER][NEUTRAL] Not
[CUSTOMER][NEUTRAL] Ohh stuff.
[CUSTOMER][NEUTRAL] OK. Uh, can you please, uh, share the copy of your to us through fax?
[AGENT][NEUTRAL] Yes, what is your fax number?
[CUSTOMER][NEUTRAL] So,
[CUSTOMER][NEUTRAL] Our fax number is 2.
[CUSTOMER][NEUTRAL] [PII]. And I'll provide you the attention even.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I get that faxed over to you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] OK, son, that fax is on its way to you.
[CUSTOMER][NEUTRAL] How much time it will take?
[AGENT][POSITIVE] You just got to give it a chance to go through.
[CUSTOMER][NEUTRAL] OK, can I know how much time it will take to get to receive the fax?
[AGENT][NEUTRAL] Uh, 2 to 5 minutes.
[CUSTOMER][NEUTRAL] OK. Can you provide me the claim number?
[AGENT][NEUTRAL] Yes, it's 354-405-3.
[CUSTOMER][NEUTRAL] Can you repeat it again?
[AGENT][NEUTRAL] 354-405-3.
[CUSTOMER][NEUTRAL] Can I get the call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK. Well, you have a good day. Bye.
[AGENT][POSITIVE] You too, thank you for calling APL you have a great week bye bye.
[CUSTOMER][NEUTRAL] You too. Bye.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah yeah.
[CUSTOMER][NEUTRAL] OK.