AccountId: 011433970860
ContactId: ffd9bb2a-304e-4abd-91ef-3644adde0ed6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191000 ms
Total Talk Time (AGENT): 50819 ms
Total Talk Time (CUSTOMER): 57125 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/ffd9bb2a-304e-4abd-91ef-3644adde0ed6_20250417T16:43_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].
[CUSTOMER][NEUTRAL] Calling from Friday's office to checking up on a claims.
[AGENT][NEUTRAL] Hey, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] The callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Sure, the policy number that's gonna be.
[CUSTOMER][NEUTRAL] 01986595 M as in Mike L as in Lima S as in Sierra.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And do you have the uh date of service?
[CUSTOMER][NEUTRAL] Detail service is [PII] and bill amount is $650 even.
[AGENT][NEUTRAL] OK. Hold on one moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Uh, it looks like we received that 3 27-2025, process 2-11-2025.
[AGENT][NEUTRAL] Um, offices that are not covered under the policy.
[AGENT][NEUTRAL] And it looks like also the primary insurance provided full benefits, therefore, no benefits are payable.
[CUSTOMER][NEUTRAL] But the primary has been paid and copay is $40 for this one.
[AGENT][NEUTRAL] Right, and office visits aren't covered.
[CUSTOMER][NEUTRAL] And copay is not all, right?
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] For this one you you be patient.
[AGENT][NEUTRAL] We don't determine patient responsibility. This is a secondary policy just process according to the plan.
[CUSTOMER][POSITIVE] Thank you very much. And if you don't mind, could you please send it back for us because uh we need to know, uh we can bill out there.
[CUSTOMER][NEUTRAL] Need to appeal for this one.
[AGENT][NEUTRAL] I'm sorry, send it back for reprocessing?
[CUSTOMER][NEUTRAL] Yep.
[AGENT][NEUTRAL] It's not covered under the plan, so there's nothing to process.
[CUSTOMER][POSITIVE] Thank you very much. Thanks for asking me.
[AGENT][NEUTRAL] OK. Anything else I can help with?
[CUSTOMER][NEUTRAL] Can I get the card number?
[AGENT][NEUTRAL] Uh, just my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you very much. Thanks for asking me. Have a wonderful day.
[AGENT][POSITIVE] Thank you you too. Thanks for calling APL.