AccountId: 011433970860
ContactId: fa50ed36-e603-4959-b77a-52e446951520
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 194339 ms
Total Talk Time (AGENT): 83476 ms
Total Talk Time (CUSTOMER): 73899 ms
Interruptions: 3
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/fa50ed36-e603-4959-b77a-52e446951520_20250224T18:23_UTC.wav
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[AGENT][POSITIVE] Good Afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, I would like to follow up on a claim please.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. May I have your name?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] And Miss [PII], you're calling from which facility or provider?
[CUSTOMER][NEUTRAL] we
[CUSTOMER][NEUTRAL] The Steedman clinic?
[AGENT][NEUTRAL] OK, and may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] I call it um.
[AGENT][NEUTRAL] Thank you. And what's the patient's policy number, Miss [PII]?
[CUSTOMER][NEUTRAL] It is 02312747.
[AGENT][NEUTRAL] OK, thank you, one moment.
[CUSTOMER][NEUTRAL] Um
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, cover that up.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Like the airport.
[CUSTOMER][NEUTRAL] One out here
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] All right, thank you. And what is the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] 476.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Thank
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] think about.
[CUSTOMER][NEUTRAL] I mean like
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Alright, it looks like we processed the claim on [PII].
[AGENT][NEUTRAL] And the claim was denied. The reason for this denial is that office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, do we have an EOB generated for that yet?
[AGENT][NEUTRAL] Yes, any of us already sent out. Do you need the claim number?
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Yes please.
[AGENT][NEUTRAL] OK. The claim number is 3562416.
[CUSTOMER][NEUTRAL] OK, and you said the UOB was already sent out?
[AGENT][NEGATIVE] Yes, it was sent out. Let me see exactly what day because it was processed on the [PII], but it doesn't go out the same day. It was sent out on the [PII].
[CUSTOMER][NEUTRAL] OK, alright, perfect, that's the information I need if I could just get a reference number please.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And we don't have reference numbers. You can use my name in today's date if you will.
[AGENT][NEUTRAL] Any the spelling?
[CUSTOMER][NEUTRAL] OK, all right.
[CUSTOMER][NEUTRAL] Uh yes, please.
[AGENT][NEUTRAL] OK, sure. That is S as in Sam, O as in Oscar, L as in Lima, last initial [PII].
[CUSTOMER][NEUTRAL] and you can also have credit card fraud.
[CUSTOMER][POSITIVE] Alright, thank you very much so I appreciate your help today.
[AGENT][POSITIVE] You're welcome, Miss [PII]. Thank you for calling APR. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thanks bye.
[AGENT][POSITIVE] You're welcome. Bye bye.