AccountId: 011433970860
ContactId: fb14f0e5-2148-4a35-9be1-a6613475a699
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 146779 ms
Total Talk Time (AGENT): 70872 ms
Total Talk Time (CUSTOMER): 54316 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/fb14f0e5-2148-4a35-9be1-a6613475a699_20250310T22:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is. How may I help you?
[CUSTOMER][NEUTRAL] Uh yes, sorry, my name is [PII]. I'm calling from a provider's office in regards to a partially denied claim.
[AGENT][NEUTRAL] OK, Miss [PII], I can help you with um your claim. Can I please get your call back number and the name of the provider's office you're calling from?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] Provider's office is SJHMC physician Services.
[AGENT][POSITIVE] OK, thank you so much. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] And [PII]'s policy number?
[CUSTOMER][NEUTRAL] Let's see.
[CUSTOMER][NEUTRAL] Um, I have 2 of them here, so that's why it's confusing. Um.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 02492388 is one of them.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] The other one I have is D 41,203,390.
[AGENT][NEUTRAL] OK, thank you so much. And then what is the claim number that you have on the claim that you said it was partially denied?
[CUSTOMER][NEUTRAL] 202-411-251108.
[AGENT][NEUTRAL] OK, alright, I'm going to need to uh transfer you on over to IMA uh they'll be able to look up that claim for you and give you the reason why it was partially denied um let me give you their number just in case uh the call gets disconnected along the way you'll have it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1-800.
[AGENT][NEUTRAL] 833.
[AGENT][NEUTRAL] 4296.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it's gonna be a brief hold while I transfer you on over, Ms. [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's all.
[AGENT][POSITIVE] OK, well you have a wonderful day and thanks for calling APL. It's gonna be a quick hold.
[CUSTOMER][POSITIVE] Thank you for calling