AccountId: 011433970860
ContactId: f91ae076-27af-4ee2-bf6c-7c45558bd30f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 245679 ms
Total Talk Time (AGENT): 65183 ms
Total Talk Time (CUSTOMER): 107148 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/f91ae076-27af-4ee2-bf6c-7c45558bd30f_20250612T18:42_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Bo office, uh, checking for claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number [PII].
[AGENT][NEUTRAL] And policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 02216487 M as in Mary, L as in Lima 8.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is uh [PII].
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][NEUTRAL] Day of service and bill charges.
[CUSTOMER][NEUTRAL] The date of service is uh [PII] and total charge amount is $202 even 202.
[AGENT][NEUTRAL] That was 12 3 2024.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Sorry, uh, yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And we have a claim for that day, but it's not for the bill charges.
[CUSTOMER][NEUTRAL] $202 even. Uh, I have the claim number.
[AGENT][NEUTRAL] OK, what's that?
[CUSTOMER][NEUTRAL] Yeah, the claim number is 355.
[CUSTOMER][NEUTRAL] 669-0
[AGENT][NEUTRAL] Yeah, so the claim is for 624-18.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 6.
[CUSTOMER][NEUTRAL] Um,
[AGENT][NEUTRAL] Right amount or?
[CUSTOMER][NEUTRAL] 6:24.
[CUSTOMER][NEGATIVE] No, no.
[CUSTOMER][NEUTRAL] Yeah, yeah, uh, the balance, uh, 6248, right.
[AGENT][NEUTRAL] OK, not 202
[CUSTOMER][NEUTRAL] 66
[CUSTOMER][NEUTRAL] 6618 $606.18 sorry, $66.18.
[AGENT][NEUTRAL] OK, um, we received it on
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] What's my favorite guy.
[AGENT][NEUTRAL] 127 25, denied 128 25.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][NEUTRAL] May I know the patient, uh, policy name?
[AGENT][NEUTRAL] Medlink SFM.
[CUSTOMER][NEUTRAL] Could you spell that?
[AGENT][NEUTRAL] M as in Mary, E as in Echo, D as in dog, L as in Lima, I as in India, N as in November, K as in Kite, S as in Sierra, F as in Frank, M as in Mary.
[CUSTOMER][NEUTRAL] At link. OK, sir. OK, fine. Uh, could you send the UV through fax?
[AGENT][NEUTRAL] Your facts.
[CUSTOMER][NEUTRAL] I need an IDOB.
[AGENT][NEUTRAL] Your fax number?
[CUSTOMER][NEUTRAL] Yes. Uh, the fax number is
[CUSTOMER][NEUTRAL] 55, sorry, the fax number is 512.
[CUSTOMER][NEUTRAL] 201
[CUSTOMER][NEUTRAL] 6002.
[CUSTOMER][NEUTRAL] that
[AGENT][NEUTRAL] OK. Is there anything else I can help with today?
[CUSTOMER][NEUTRAL] No, thank you. And uh could you spell your name and call reference number?
[AGENT][NEUTRAL] A call reference number is my name, [PII]. It's [PII]
[AGENT][NEUTRAL] And today's date.
[CUSTOMER][POSITIVE] OK, thank you for the information. Have a good day. Bye.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.