AccountId: 011433970860
ContactId: fc86babc-9faa-4bce-af8b-6c222d632663
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 331260 ms
Total Talk Time (AGENT): 75457 ms
Total Talk Time (CUSTOMER): 108552 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/fc86babc-9faa-4bce-af8b-6c222d632663_20250523T18:52_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My name is [PII], and I'm calling on behalf of Bonsaurs Mercy Health. I would like to review the status of some claims. I have.
[CUSTOMER][NEUTRAL] But I claim for the same patient, so I don't know if you're able to help me with that.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] And the policy number for the patient?
[CUSTOMER][NEUTRAL] 802-481-710.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and date of birth, [PII].
[AGENT][NEUTRAL] And date of service and bill charges?
[CUSTOMER][NEUTRAL] For the first one, I have [PII] and total bill amount, $44.
[AGENT][NEUTRAL] OK, you said [PII], is that right?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, looks like we received it on [PII]. Process 4-21-2025.
[AGENT][NEUTRAL] Um, maximum benefit for, um, the plan has been exhausted for the calendar year.
[CUSTOMER][NEUTRAL] Oh, OK. So it was denied.
[CUSTOMER][NEUTRAL] Maxim on the little one.
[CUSTOMER][NEUTRAL] OK. And uh maybe, are you able to send me that via fax as I told you, we haven't received a response, so I don't know if you can help me.
[AGENT][NEUTRAL] Yes, what's your fax number?
[CUSTOMER][NEUTRAL] Yeah, it would be [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and what's the next stage of service?
[CUSTOMER][NEUTRAL] Next date of service will be uh around [PII] and total bill amount, $44.
[AGENT][NEUTRAL] Uh receive same date, process same date, and that was denied.
[AGENT][NEUTRAL] Um, same reason.
[CUSTOMER][NEUTRAL] Then I think because of same reason. Got it. Can you please send me that via fax too?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And next date of service?
[CUSTOMER][NEUTRAL] It would be [PII] in total bill amount, $44 too.
[AGENT][NEUTRAL] Uh, process same date, um, received and processed same dates.
[AGENT][NEGATIVE] Um, same denial.
[CUSTOMER][NEUTRAL] in denial.
[CUSTOMER][NEUTRAL] I would also like that one faxed, please.
[AGENT][NEUTRAL] Yeah, you'll need all of them, right?
[CUSTOMER][NEUTRAL] Mhm. Yeah.
[CUSTOMER][NEUTRAL] And for the next day of service, I have [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] In [PII] and total bill amount it's $20 even.
[AGENT][NEGATIVE] Uh, it was received and processed same date, um, same denial.
[CUSTOMER][POSITIVE] OK. Thank you. And for the last one, I have [PII].
[CUSTOMER][NEUTRAL] In [PII] and total bill amount, $44.
[AGENT][NEUTRAL] OK, so [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEGATIVE] Uh, received and processed same dates and denied for.
[AGENT][NEUTRAL] Same reason.
[CUSTOMER][NEUTRAL] OK. Thank you. And that will be it after you've vaccinate those EVs. Can you please also provide me with the reference for the call?
[AGENT][NEUTRAL] Uh, reference is, my name is [PII], first initial to last name, [PII], and then today's date. And if you just give me about 5 minutes, you should receive those faxes.
[CUSTOMER][POSITIVE] Oh, OK. Thank you so much for your help, [PII]. Have a nice one.
[AGENT][POSITIVE] Thanks for calling APL. You as well. Bye-bye.
[CUSTOMER][NEUTRAL] Bye-bye.