AccountId: 011433970860
ContactId: ffd92a27-7dd6-46ab-ae3f-97a9db308146
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 374519 ms
Total Talk Time (AGENT): 128641 ms
Total Talk Time (CUSTOMER): 77923 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/11/ffd92a27-7dd6-46ab-ae3f-97a9db308146_20250211T20:51_UTC.wav
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[AGENT][NEUTRAL] Afternoon. Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from the provider's office, checking on the claim status.
[AGENT][NEUTRAL] OK, [PII], you have one claim to check status on, is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yes, I can help you with that. And what is your callback number, please?
[CUSTOMER][NEUTRAL] [PII]. My extension direct line?
[AGENT][NEUTRAL] Thank you. And the member's policy number, please, [PII]?
[CUSTOMER][NEUTRAL] 023 04876.
[AGENT][POSITIVE] Thank you. One moment, please.
[AGENT][NEUTRAL] And any information that I do provide for you today will be a verification of benefits, [PII], and not a guarantee of payment. What is your patient's name and their date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and date of birth is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the date of service and total bill amount please [PII]?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Date of services.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And total charges of $410 even 410.
[AGENT][NEUTRAL] And you just said data service is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was received on [PII].
[AGENT][NEUTRAL] It was processed and denied on [PII].
[AGENT][NEUTRAL] The claim number is 343-0754.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] And the reason for the denial? Mhm.
[CUSTOMER][NEUTRAL] No, actually,
[CUSTOMER][NEUTRAL] Yeah, it was stating that the office seats are not covered under patient's policy.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] Yeah. Previously, we have requested the UB price, but till now we haven't received the UV. Even today morning we have requested the UB.
[AGENT][NEUTRAL] OK, so since
[AGENT][NEUTRAL] OK, so if you can, you will need to print it then from our portal.
[AGENT][NEUTRAL] And the website for the portal.
[CUSTOMER][NEUTRAL] Yeah, we have
[CUSTOMER][NEUTRAL] Yeah, we have tried it is stating that that there was a technical issue from the portal.
[CUSTOMER][NEGATIVE] From your website so we are unable to download the UOB.
[AGENT][NEUTRAL] One moment and I will try and fax this to you once it loads.
[CUSTOMER][NEUTRAL] But.
[AGENT][NEUTRAL] And if it still won't go through, then you will have to print it from the portal. I would try again tomorrow on printing it.
[AGENT][NEUTRAL] With that claim number that I provided for you?
[CUSTOMER][NEUTRAL] Can you fax me the UB?
[AGENT][NEUTRAL] I just, I, I just said that once I can get the fax to load, I will try and fax it to you.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] And what is the fax number that you want this sent to, [PII]?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, let's get that number again [PII].
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] [PII], can you hear me?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] What is the fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, one moment. And does it need to be put to your attention?
[CUSTOMER][NEUTRAL] Attention to my name, [PII].
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] That
[AGENT][NEUTRAL] OK, and again that fax number is [PII]. Is that correct?
[CUSTOMER][NEUTRAL] Yeah, 3 consecutives.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Mhm. 353-6. So I have sent that to you.
[AGENT][POSITIVE] And so provided that it's able to go through and you're able to receive it, you should be receiving that very shortly.
[AGENT][NEUTRAL] It has been sent.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And is there anything else, [PII], that I can help you with?
[CUSTOMER][NEUTRAL] No.
[AGENT][POSITIVE] OK, well then, thank you again for calling APL and I hope you have a nice rest of your day.
[AGENT][NEUTRAL] Bye-bye