AccountId: 011433970860
ContactId: fa0da9a2-d120-4803-94bd-818c4e876c99
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 473660 ms
Total Talk Time (AGENT): 35446 ms
Total Talk Time (CUSTOMER): 57643 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/fa0da9a2-d120-4803-94bd-818c4e876c99_20250422T21:32_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on provider's office to check on our client status. Could you please transfer the call to client's department?
[AGENT][POSITIVE] I'm happy to check on a claim for you, [PII]. What's the patient's policy number?
[CUSTOMER][NEUTRAL] 02185085 M as in Mike L as in Lima 7.
[CUSTOMER][NEUTRAL] May I have your name, please?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name.
[CUSTOMER][NEUTRAL] Patient name is
[CUSTOMER][NEUTRAL] I'm
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and the patient's date of birth is [PII] and the patient's date of services [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The bill amount is 42, yes, [PII] and the bill amount is $42,639 even.
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Are you there?
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, may I have the claim status?
[AGENT][NEUTRAL] The claim it looks like was received on [PII].
[AGENT][NEGATIVE] Denied the same day, requesting the explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] OK, may I have the copy of you with the fax? I have a fax number.
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Just wait for a moment.
[AGENT][NEUTRAL] And then did you need me to check on anything else today?
[AGENT][NEUTRAL] Are you still there?
[AGENT][NEUTRAL] [PII] is still on the line, is anybody there?
[AGENT][NEUTRAL] Hello?