AccountId: 011433970860
ContactId: fc29aad5-b9eb-4106-9bc9-368c9e10d0cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 99639 ms
Total Talk Time (AGENT): 31101 ms
Total Talk Time (CUSTOMER): 40587 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/fc29aad5-b9eb-4106-9bc9-368c9e10d0cc_20250605T16:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] On
[CUSTOMER][NEUTRAL] Hi [PII], I just need to, I faxed a claim on the [PII] and I wanna make sure it was received.
[AGENT][NEUTRAL] OK. Is it for yourself or are you with the provider?
[CUSTOMER][NEUTRAL] Um, with a provider.
[AGENT][NEUTRAL] OK. Do you have the, uh, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] I do 01749315.
[AGENT][NEUTRAL] And patient name and date of birth.
[CUSTOMER][NEUTRAL] [PII], uh, 6-717-1993.
[AGENT][NEUTRAL] And what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And bill charges?
[CUSTOMER][NEUTRAL] $195.
[AGENT][NEGATIVE] OK, it looks like, yes, we did receive the claim on 528-25. It was processed 6-2-2025, and this service is not covered when performed in doctor's office.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And how do you send um this the EOB are you sending that by mail?
[AGENT][NEUTRAL] It's by mail, yes.
[CUSTOMER][NEUTRAL] OK, OK, you'll be sent by mail.
[CUSTOMER][POSITIVE] All right, that's everything I needed I appreciate you.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] Thank you you too bye bye.