AccountId: 011433970860
ContactId: f4f7f6c0-ca1f-4e7a-9444-6ef9e8ff2f5d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 357600 ms
Total Talk Time (AGENT): 111903 ms
Total Talk Time (CUSTOMER): 102742 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/f4f7f6c0-ca1f-4e7a-9444-6ef9e8ff2f5d_20250311T21:51_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, good afternoon. My name is [PII] and last term initial [PII]. I'm calling from provider's office regarding the claim status.
[AGENT][NEUTRAL] OK, I can verify claim status for you. And [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 02538034 M for Mary, L for Lima, 7.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure. [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh yeah, sure.
[CUSTOMER][NEUTRAL] The patient name is [PII] and the date of birth [PII].
[AGENT][NEUTRAL] OK, and you say you're calling for claim status, correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] OK. Um, the date of service is [PII] and the total charge is $542 even.
[AGENT][NEUTRAL] Thank you. And what was the date of service? Uh, what was the balance after primary, sorry?
[CUSTOMER][NEUTRAL] OK, what is the primary balance?
[CUSTOMER][NEUTRAL] Just give me a moment, OK? It's loading.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, it's $50.
[AGENT][NEUTRAL] OK, and while I'm looking at claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And uh [PII], I show this claim process as office visits are not covered per the policy.
[CUSTOMER][NEGATIVE] Shut down.
[CUSTOMER][NEUTRAL] OK. And can you please provide the claim receipt date and added and claim number?
[AGENT][NEUTRAL] Claim received [PII] to [PII], processed on [PII]. Claim number is 3546956.
[CUSTOMER][NEUTRAL] One second. So this was denied on [PII]. Can you please repeat again the claim number?
[AGENT][NEUTRAL] 3546956.
[CUSTOMER][POSITIVE] OK, thank you so much and let's go to the last claim.
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] And one more claim is, uh, let's move to another claim.
[AGENT][NEUTRAL] One moment, please.
[CUSTOMER][POSITIVE] Yeah, sure, sir. Take it on time. No worries.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what is the next policy number?
[CUSTOMER][NEUTRAL] Yeah it's loading.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, it's 01611717 M for Mary, L for Lima, 8.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Uh, it's [PII] and the date of birth, [PII].
[AGENT][NEUTRAL] Data service and amount of the charge.
[CUSTOMER][NEUTRAL] [PII] and the total charge $542 even.
[AGENT][NEUTRAL] I'm sorry, what was the total charge amount? 500.
[CUSTOMER][NEUTRAL] 42.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And name of this provider's office?
[CUSTOMER][NEUTRAL] Um, it's Gastro Health LLC.
[AGENT][NEUTRAL] OK. I show that claim also processed as office visits are not covered.
[AGENT][NEUTRAL] This claim was
[CUSTOMER][NEUTRAL] OK. And when the claim received it?
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Uh.
[AGENT][NEUTRAL] Uh, claim received [PII], processed on [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Another claim number?
[AGENT][NEUTRAL] 356-022-1.
[CUSTOMER][NEUTRAL] 356-02221, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you. And can you please spell your name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And may I know the call reference number?
[AGENT][NEUTRAL] We don't give reference numbers. If you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] OK. Thank you and thank you for giving this information. Have a nice day.
[AGENT][POSITIVE] Oh, you're welcome. Thanks for calling APL. bye.
[CUSTOMER][NEUTRAL] Yeah, bye-bye.