AccountId: 011433970860
ContactId: ff1d13c6-cd2d-4767-ae28-42a6a551f342
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 298679 ms
Total Talk Time (AGENT): 64208 ms
Total Talk Time (CUSTOMER): 83742 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/ff1d13c6-cd2d-4767-ae28-42a6a551f342_20250618T14:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] from Upstate Urgent Care uh doctor's office. Uh, I'd like to check, uh, uh, denial reason for on time, for one patient.
[AGENT][NEUTRAL] I can help you with claim status. Uh, can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] It's a direct line.
[AGENT][NEUTRAL] And the policy number?
[CUSTOMER][NEUTRAL] It's 02548522.
[AGENT][NEUTRAL] Give me just a moment.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth for me, please?
[CUSTOMER][NEUTRAL] Yes, uh, the patient name is [PII] and the date of birth is [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that with me.
[AGENT][NEUTRAL] And do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Yes. Uh, let me check uh if I have the claim number. OK. Um, the day of service is [PII].
[CUSTOMER][NEUTRAL] Bill amount is $410 410 dollars even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] For [PII], correct?
[CUSTOMER][NEUTRAL] Mm yes, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] All right, let me look here real quick.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said it's for 410?
[CUSTOMER][NEUTRAL] Uh yes, 410, yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] It looks like we need a copy of the explanation of benefits from the primary insurance carrier.
[CUSTOMER][NEUTRAL] OK. So, uh, we don't have the information about, uh, the primary insurance. Uh, can you provide me the details?
[AGENT][NEUTRAL] Um, I can tell you who their primary is, but I can't give you, um, that's all I can give you. You'll have to contact the patient for that.
[AGENT][NEUTRAL] For the policy number and everything for their primary, yeah, you'll need to call the, the patient for that.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] OK. Uh, can I have the insurance name then?
[AGENT][NEUTRAL] OK, give me just one moment.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, they have Blue Cross and Blue Shield.
[CUSTOMER][NEUTRAL] OK. Blue Cross and Blue Shield of uh South Carolina?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][POSITIVE] OK. Thank you for the information.
[CUSTOMER][NEUTRAL] Uh, can I have, uh, the call reference number?
[AGENT][NEUTRAL] So we don't have call reference numbers you can use my name and last initial and today's date, so [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, actually, thank you, thank you for the information today. Thank you, bye bye.
[AGENT][POSITIVE] Great. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Mm bye.