AccountId: 011433970860
ContactId: 0c50bb80-8fc2-4226-bbc0-9eae6210f0ad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 596890 ms
Total Talk Time (AGENT): 117437 ms
Total Talk Time (CUSTOMER): 62209 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=-1.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/0c50bb80-8fc2-4226-bbc0-9eae6210f0ad_20250617T15:16_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from Huntsville Care Plus, and I'm trying to see if a claim was received.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. And may I have a callback number just in case we get disconnected, Ms. [PII]?
[CUSTOMER][NEUTRAL] Mhm. [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Um, 992-526.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] Mhm. [PII], [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the amount of the claim, Miss [PII]?
[CUSTOMER][NEUTRAL] I am looking at 12-19 24.
[CUSTOMER][NEUTRAL] Total bill amount 100.
[AGENT][NEUTRAL] OK, thank you. Let me see if I can find this claim.
[AGENT][NEUTRAL] And for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Yeah let's see.
[CUSTOMER][NEUTRAL] What did you say [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we processed this twice so I'm gonna give you the original. Let me go ahead and pull the original.
[AGENT][NEUTRAL] OK, so we received the claim on [PII], and the claim was denied. The denial reason is office visits are not covered under this member's plan.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you need a claim number?
[CUSTOMER][NEUTRAL] Um, can you fax me a copy of that?
[AGENT][NEUTRAL] Yeah, sure. What is the fax number?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] OK, 25.
[CUSTOMER][NEUTRAL] And if you can put attention, [PII].
[AGENT][NEUTRAL] Sure. OK, that's [PII].
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I just put [PII] or do you need like a middle initial or a last initial or anything like that?
[CUSTOMER][POSITIVE] That's good.
[AGENT][NEUTRAL] OK, right, do you mind holding for me while I send this out to you.
[CUSTOMER][NEUTRAL] And then I just need a.
[CUSTOMER][NEUTRAL] Yeah, no, go ahead.
[AGENT][NEUTRAL] OK, bear with me just a second. I'm gonna go ahead and send this out to you while I got you on the line, OK?
[CUSTOMER][NEUTRAL] OK, all right.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding and being patient for Ms. [PII]. I do apologize for that long wait, but my system was taking a long time to go. um, but I finally send that um fax over to you, OK? It should be there in a few minutes. Is there anything else I may help you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, good, thank you.
[CUSTOMER][NEUTRAL] Mhm just a confirmation number.
[AGENT][NEUTRAL] And we don't have reference numbers you can use my name in today's date.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] OK, all right, thank you very much.
[AGENT][POSITIVE] You're welcome and thank you for calling ATL. Have a good day. Bye-bye, Miss [PII].
[CUSTOMER][POSITIVE] You too, thanks.
[AGENT][NEUTRAL] That's