AccountId: 011433970860
ContactId: fa73cc14-b618-446b-b700-376f52766ded
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 354510 ms
Total Talk Time (AGENT): 106380 ms
Total Talk Time (CUSTOMER): 78684 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/28/fa73cc14-b618-446b-b700-376f52766ded_20250128T13:46_UTC.wav
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[CUSTOMER][NEUTRAL] Hi, my name is [PII] initial name is [PII].
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you and [PII], uh, what, how can I help you today?
[CUSTOMER][NEGATIVE] Fucking names.
[AGENT][NEUTRAL] You're checking for claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and what's the policy number and a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]. And the policy number is 025.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 361-97.
[AGENT][POSITIVE] OK, thank you for that, [PII], give me a moment to pull up the file.
[AGENT][NEUTRAL] Pulling up your file.
[AGENT][NEUTRAL] And if you can verify the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, thank you, and you said you're checking claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And we can help you with that information if you can provide the date of service and charge amount.
[CUSTOMER][NEUTRAL] Yes, data service, as you can check, it is.
[CUSTOMER][NEUTRAL] [PII] and the charge amount $3240.90.
[AGENT][NEUTRAL] OK, I'm sorry, can you, can you repeat the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And is it a medical claim or dental claim?
[CUSTOMER][NEUTRAL] It's a medical claim.
[AGENT][NEUTRAL] OK, so the policy number for the medical policy.
[AGENT][NEUTRAL] Yes, 253.
[AGENT][NEUTRAL] 626-67.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And I show that this claim was received.
[AGENT][NEUTRAL] On [PII], processed [PII], no payment was made on this claim.
[AGENT][NEUTRAL] And it says that the medical test for this state of service is not covered, a covered diagnostic test uh by this policy or under this policy.
[CUSTOMER][NEUTRAL] Due to what reason?
[AGENT][NEUTRAL] What was the service for?
[CUSTOMER][NEUTRAL] For medical.
[AGENT][NEUTRAL] No, but what type of test was performed?
[CUSTOMER][NEUTRAL] OK, no issue. This type of tests are not covered under the patient plan, right?
[AGENT][NEUTRAL] Correct. Let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No issue.
[CUSTOMER][NEUTRAL] OK, no issue. Uh, what's the claim number?
[AGENT][NEUTRAL] 3544517.
[AGENT][NEUTRAL] And [PII], you can also check your claim status on our online service center at [PII]. And did you have any other questions I could help with today?
[CUSTOMER][NEUTRAL] Could you please fax the EOB?
[AGENT][NEUTRAL] Um, it was actually mailed the next day after it processed and is now available to download from our online service center using the claim number provided. I can help you create the account if you would like.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me know when you're ready for the web address.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][POSITIVE] If you can fax it, it would be, I will be very thankful to you.
[AGENT][NEUTRAL] And that number?
[CUSTOMER][NEUTRAL] The fax number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Anything else I can help with today?
[CUSTOMER][NEUTRAL] No, within how much time we will receive?
[AGENT][NEUTRAL] Allow 1 to 2 business days.
[AGENT][NEUTRAL] Anything else?
[CUSTOMER][NEUTRAL] No, that's all for the day. Just the call reference number.
[AGENT][NEUTRAL] My name in today's date, [PII], last name is [PII].
[CUSTOMER][POSITIVE] Oh, no issue. Thank you so much.
[AGENT][POSITIVE] Thank you for calling ATL Tom have a good day.
[CUSTOMER][NEUTRAL] Same to you.
[AGENT][NEUTRAL] Bye.