AccountId: 011433970860
ContactId: f8b97a5b-3555-4ddf-8f78-a91ab36b9267
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220460 ms
Total Talk Time (AGENT): 50530 ms
Total Talk Time (CUSTOMER): 127132 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/f8b97a5b-3555-4ddf-8f78-a91ab36b9267_20250519T13:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I was just calling um on one of my patients like their claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes, um, that would be 02586323.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Um, I'm gonna butcher this, but it's [PII]
[CUSTOMER][NEUTRAL] And then last name is [PII]
[CUSTOMER][NEUTRAL] And his date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And did you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yes, date of service is [PII].
[CUSTOMER][NEUTRAL] Um, I actually spoke with a representative at your vicinity, and they said on [PII] that the check was still outstanding and the rep said that she's going to send this to her department and said if it is cleared she would send over a fax and if it was not she'd reissue a new check for us.
[AGENT][NEUTRAL] OK, looks like.
[AGENT][NEUTRAL] We had one for [PII] that we've reissued, is that right?
[CUSTOMER][NEUTRAL] Um, let me see, let me, I have my dates wrong. If so, I apologize, one moment.
[AGENT][NEUTRAL] That's OK.
[CUSTOMER][NEUTRAL] Um, OK, so I do have [PII]. Can I check on [PII]? I'm sorry.
[AGENT][NEUTRAL] Oh, that's OK. Uh, [PII], let's see what do we have here.
[CUSTOMER][NEUTRAL] Yeah, we do reschedule your appointment.
[AGENT][NEGATIVE] OK, so the claim for [PII], that was actually denied because the services were not covered.
[CUSTOMER][NEGATIVE] Services not.
[CUSTOMER][POSITIVE] Covered OK um.
[CUSTOMER][NEUTRAL] Let's see, OK, so 43, 46, and 1206 are not covered services.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, is there any way to um even just get the EOB that states like there'd be nothing that will be paid?
[AGENT][NEUTRAL] Yeah, um, what's your fax number?
[CUSTOMER][NEUTRAL] Our fax number is [PII].
[AGENT][POSITIVE] OK, I'll get that faxed over to you and then um is there anything else I can help with today?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Um, can I just get your name and a reference number?
[AGENT][NEUTRAL] Uh, my name is [PII], and reference number is just my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And that's [PII]
[AGENT][NEUTRAL] Um [PII]
[CUSTOMER][POSITIVE] Oh, just white nice I like that it's different. OK, perfect. Thank you so much, [PII]. I hope you have a great rest of your day.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you do too. Bye-bye.
[CUSTOMER][POSITIVE] Thank you bye bye.