AccountId: 011433970860
ContactId: 039bd7c3-eb3b-4487-9b66-8c262ccaa2ee
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158740 ms
Total Talk Time (AGENT): 77914 ms
Total Talk Time (CUSTOMER): 53674 ms
Interruptions: 0
Overall Sentiment: AGENT=2.8, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/039bd7c3-eb3b-4487-9b66-8c262ccaa2ee_20250320T20:41_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from the office of UrgenMed. I need to find out status on an old claim.
[AGENT][NEUTRAL] I can help you with that, [PII]. What is a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, the policy number.
[CUSTOMER][NEUTRAL] I have let's see 01993469 ML 8.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] So [PII] [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][POSITIVE] I'm getting everything pulled up and it would be my pleasure to help you with that claim status. And [PII], what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the billed amount?
[CUSTOMER][NEUTRAL] $125.
[AGENT][POSITIVE] Thank you. And the facility name, please?
[CUSTOMER][NEUTRAL] Urgent med.
[AGENT][NEUTRAL] All right, thank you. [PII], we did receive that claim on [PII].
[AGENT][NEUTRAL] And processed on [PII].
[AGENT][NEUTRAL] And the claim was denied because the services were rendered after the policy turned. [PII]'s policy turned on [PII]. 0 man.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, so now that makes sense.
[AGENT][POSITIVE] Yeah. Anything else I can help you with today?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][POSITIVE] No, that was all. I appreciate it.
[AGENT][POSITIVE] It's been such a pleasure to assist you with that claim status, [PII] and thank you for calling APL and I, oh, did you want that claim number?
[CUSTOMER][NEUTRAL] Uh, sure, I do.
[AGENT][NEUTRAL] The claim number is 3, sorry, 324.
[AGENT][NEUTRAL] 954 1.
[CUSTOMER][POSITIVE] Perfect thank you so much [PII].
[AGENT][POSITIVE] My pleasure, [PII]. Thank you for calling APL and I hope you have a wonderful evening.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.