AccountId: 011433970860
ContactId: 0f58ab95-88b1-4f5d-94af-dc34be425bc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 305450 ms
Total Talk Time (AGENT): 97102 ms
Total Talk Time (CUSTOMER): 91052 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/0f58ab95-88b1-4f5d-94af-dc34be425bc2_20250527T20:07_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] This is [PII].
[CUSTOMER][NEUTRAL] Hello, good afternoon, [PII]. This is [PII] in customer service. I have Ms. [PII] with um calling from a provider's office trying to get a claim status on Ms. [PII].
[AGENT][NEUTRAL] OK, and the policy number? Mhm.
[CUSTOMER][NEUTRAL] Policy number? Mhm. Policy number is 2486627.
[CUSTOMER][NEUTRAL] And she verified the date of birth for me.
[AGENT][NEUTRAL] OK, and what's the caller's name again?
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][POSITIVE] OK, you can send her over. Thank you.
[CUSTOMER][POSITIVE] Thank you. You have a good one.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office for checking on claim status. Could you please spell your name, please?
[AGENT][NEUTRAL] Um, it's [PII]. It's spelled [PII].
[CUSTOMER][POSITIVE] Thank you so much [PII].
[AGENT][POSITIVE] No problem. And could I get your name, please?
[CUSTOMER][NEUTRAL] It's [PII]
[CUSTOMER][NEUTRAL] Initial of my last name is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. And could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Callback number is [PII].
[CUSTOMER][NEUTRAL] It's a direct line.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK. Thank you and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] The first name is
[CUSTOMER][NEUTRAL] [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and you're checking on claim status?
[CUSTOMER][NEUTRAL] Yes, right.
[AGENT][NEUTRAL] OK, and what, what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] Data services [PII] and bill amount is $241 even.
[AGENT][NEUTRAL] OK. Thank you for your patience. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[CUSTOMER][NEUTRAL] Uh huh.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] The claim number is 3589912.
[AGENT][NEUTRAL] And this
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] So the claim number is 3589912, am I right?
[AGENT][NEUTRAL] Yes. Yes, ma'am. That's the claim number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And this claim denied because office visits is not covered under the policy.
[CUSTOMER][NEUTRAL] Dinner office?
[AGENT][NEUTRAL] Yes, Services, um, office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] OK, could you please provide me the denied date as well?
[AGENT][NEUTRAL] Yes, ma'am. I thought I already gave it to you. It was the date that the claim was processed on, but I'll give it to you again, one moment.
[AGENT][NEUTRAL] OK. Yes, ma'am. It was denied on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just a moment.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Could you please provide me the call reference number?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. My name is [PII]. Um it's spelled [PII] and my last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] No, thank you so much for assisting me, [PII].
[AGENT][POSITIVE] Yeah, thank you, [PII] for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][POSITIVE] Thank you.