AccountId: 011433970860
ContactId: 044a3be6-c502-4fd7-a5b9-fa0989f86488
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 125370 ms
Total Talk Time (AGENT): 40050 ms
Total Talk Time (CUSTOMER): 44966 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/11/044a3be6-c502-4fd7-a5b9-fa0989f86488_20250411T17:02_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] calling from Atrium Health. I'm calling to check claim status for a patient.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01802792.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII] for $541.
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you for that. I do show that the claim was denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, and may I have the claim number?
[AGENT][NEUTRAL] 343-66997
[CUSTOMER][NEUTRAL] And the date it was received?
[AGENT][NEUTRAL] We received a claim on [PII], claim denied [PII].
[CUSTOMER][NEUTRAL] OK, and office business are an exclusion?
[AGENT][NEUTRAL] On this policy, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And may I have the first initial to your last name and a reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too.