AccountId: 011433970860
ContactId: f46f0999-343f-4b40-b96a-5790d2d5e268
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 308880 ms
Total Talk Time (AGENT): 97520 ms
Total Talk Time (CUSTOMER): 77656 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/05/f46f0999-343f-4b40-b96a-5790d2d5e268_20250305T17:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Did you say your name was [PII]?
[AGENT][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Hello
[CUSTOMER][NEUTRAL] Oh [PII], I'm sorry. [PII], my name is [PII]. I'm calling with the curators of the University of Missouri. I'm just trying to find out why I claimed denied.
[AGENT][NEUTRAL] OK, I can help you with the claim status, Miss [PII]. Can I please get your callback number, ma'am, just in case our call is disconnected?
[CUSTOMER][NEUTRAL] Yeah [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And then what's the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy number 0254.
[CUSTOMER][NEUTRAL] 5403.
[AGENT][NEUTRAL] And what is the patient's name?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, let me pull up that policy real quick.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] OK, and then what is the date this service for [PII]?
[CUSTOMER][NEUTRAL] [PII] of $24 for $106.
[AGENT][NEUTRAL] OK, and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] The deductible left was 5657.
[AGENT][NEUTRAL] OK, and then I know I got the tail end of your facility is University of Missouri, but I didn't get the first part. Can you do that to me please?
[CUSTOMER][NEUTRAL] Curators of the University of Missouri and or the university specialty care associates.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, I'm going to put you on a brief hold while I look up this claim for Miss [PII], and I'll be right back.
[CUSTOMER][POSITIVE] Perfect thank you so much.
[AGENT][POSITIVE] You're very welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] Miss [PII], do you happen to have the claim number you said the claim was denied do you have claim number?
[CUSTOMER][NEUTRAL] See.
[CUSTOMER][NEUTRAL] Mm, I don't know if it's got a claim number on it.
[CUSTOMER][NEUTRAL] Let me see here.
[CUSTOMER][NEUTRAL] OK. Looks like 355-4745.
[AGENT][NEUTRAL] OK, let me look that up.
[AGENT][NEUTRAL] OK, that was a duplicate duplicate claim.
[AGENT][NEUTRAL] Number there.
[AGENT][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] So that's why it was denied because it was a duplicate. Let me look.
[AGENT][NEUTRAL] And see if there's
[CUSTOMER][NEUTRAL] Yeah, because we've only sent it once and there was only, yeah, only one done so I'm not sure.
[CUSTOMER][NEGATIVE] Why that's why I don't understand why it's denied because it was only sent out once.
[AGENT][NEUTRAL] I do show that the claim was paid.
[AGENT][NEUTRAL] To the insured.
[CUSTOMER][NEUTRAL] When was it paying?
[CUSTOMER][NEUTRAL] Oh, pay to the insured.
[AGENT][NEUTRAL] I can't give that information out.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] But it was, you said it was paid to the insured?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, perfect. You don't have, but you can't give me the date.
[AGENT][NEUTRAL] Right, I can't give you any other information. I'm sorry.
[CUSTOMER][NEUTRAL] That's OK. Do you have a reference number for me?
[AGENT][NEUTRAL] Yes ma'am, you can use my name and today's date.
[CUSTOMER][POSITIVE] OK perfect thank you I appreciate your help.
[AGENT][POSITIVE] You're welcome, Miss [PII]. I hope you have a wonderful day and thank you for calling APL.
[CUSTOMER][POSITIVE] OK, thank you.