AccountId: 011433970860
ContactId: ff47c440-a6f7-4d43-96fb-a5db761e8fc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241970 ms
Total Talk Time (AGENT): 68567 ms
Total Talk Time (CUSTOMER): 109712 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/ff47c440-a6f7-4d43-96fb-a5db761e8fc2_20250605T16:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, how are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][NEUTRAL] Good, my name is [PII]. I'm calling from Lexington Medical Center. I was calling to see if you could assist with claim status, please.
[AGENT][NEUTRAL] Hey, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes ma'am it's 01673469.
[AGENT][NEUTRAL] And what's that patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what's the data service and bill charges?
[CUSTOMER][NEUTRAL] [PII] $462.34.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, do you have one of the, is this for a facility charge or a, uh, physician charge?
[CUSTOMER][NEUTRAL] This looks as a physician charged. Let me review the claim.
[CUSTOMER][NEUTRAL] Yes, well.
[CUSTOMER][NEUTRAL] Hm this service 11, so that's our inpatient like facility let's see, but it is on the um.
[CUSTOMER][NEGATIVE] I hate for let me see something here.
[CUSTOMER][NEUTRAL] Bear with me.
[AGENT][NEUTRAL] Oh, you're fine.
[CUSTOMER][NEUTRAL] What's your name again, ma'am?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] 11 is impatient, right? I'm hateful. I'm trying to.
[CUSTOMER][NEUTRAL] No, it's a doctor's office, yeah.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So it's not it's um.
[AGENT][NEUTRAL] OK, I see. OK, I've got it.
[CUSTOMER][NEUTRAL] Alright, yeah.
[AGENT][NEUTRAL] So it looks like.
[AGENT][NEUTRAL] What we got here we've got.
[AGENT][NEUTRAL] Uh, received on [PII].
[AGENT][NEUTRAL] That was processed for [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it looks like the office visit is not covered under the policy.
[AGENT][NEUTRAL] And then let me check.
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It looks like the other two charges we needed a copy of the primary explanation of benefits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] Um, come on computers, stop clocking.
[CUSTOMER][NEUTRAL] What was it? The 36415 and the.
[CUSTOMER][NEUTRAL] The 93,000.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK, so 99214 is not covered.
[CUSTOMER][NEUTRAL] OK, is there a way that you could send um an EOB to show that so we can write that part off?
[AGENT][NEUTRAL] Yeah, um, what's your fax number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, I'll get that faxed over. It just takes a few minutes. And is there anything else I can help with today?
[CUSTOMER][NEUTRAL] Just a call reference number, Ms. [PII].
[AGENT][NEUTRAL] Uh, just my name and today's date.
[CUSTOMER][NEUTRAL] OK, oh, you know what, are you able to provide me the um claim number? I'm sorry.
[AGENT][NEUTRAL] Oh yeah, um, it's 359.
[CUSTOMER][NEUTRAL] See that one.
[CUSTOMER][NEUTRAL] 359 mhm.
[AGENT][NEUTRAL] Eros
[AGENT][NEUTRAL] 0744.
[CUSTOMER][NEUTRAL] 00744.
[AGENT][NEUTRAL] 359-074-4.
[CUSTOMER][POSITIVE] 0 07 I gave it another number. OK, thank you, and I look forward to receiving that fax. I do appreciate your time.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good afternoon.
[CUSTOMER][POSITIVE] Uh, yes ma'am you too thanks bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.