AccountId: 011433970860
ContactId: 00d8dd0c-562b-4b32-b131-f4c09f90e747
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 210479 ms
Total Talk Time (AGENT): 78982 ms
Total Talk Time (CUSTOMER): 91008 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/00d8dd0c-562b-4b32-b131-f4c09f90e747_20250310T21:58_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, this is [PII] from the provider's office to check on claim status.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Um, sure. The callback number would be, it's [PII]. It's a direct line no exchange. And could you also please spell out your name for me?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sure, it's [PII].
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course, and then did you have that policy number?
[CUSTOMER][NEUTRAL] Um, yes, I do have that with me. That is 0, I'm so sorry. It's 01677458 M as in Mike, L as in Lima.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, and then, uh, what was the name and date of birth for the insured please?
[CUSTOMER][NEUTRAL] The name is [PII], but the date of birth that is [PII].
[AGENT][NEUTRAL] Perfect, thank you for verifying that [PII]. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yeah, the date of service was for [PII] for the charge amount, $212 even.
[AGENT][POSITIVE] Got it. OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] Is this for uh Savannah Primary Care?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, alrighty, so yes, we did receive this claim [PII], uh, we were unable to pay a uh benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK. And uh could you please provide me the received date and the denied date for this claim, please?
[AGENT][NEUTRAL] Sure, this claim was received, uh [PII].
[AGENT][NEUTRAL] And it was processed on [PII] as well.
[CUSTOMER][NEUTRAL] Um, just to confirm, it was received on [PII] or it's of [PII]?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And what is the process date?
[AGENT][NEUTRAL] Uh, it's also, uh, it was the same date, uh, it was received and processed on [PII].
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][POSITIVE] OK, OK, got it. Thank you so much for that. And also, do you have a claim number with you, please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, that claim number is 356-765-3.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. And also, can I please get a call reference number for this call, please?
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date, um, so my last initial is [PII] Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Um, no, thank you so much once again for your assistance. Have a good day.
[AGENT][POSITIVE] Of course, yeah, thanks for calling APL. You too. Bye bye.
[CUSTOMER][NEUTRAL] Bye.