AccountId: 011433970860
ContactId: 132035e0-a7cf-4095-a6f7-c5dea35838ab
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 276799 ms
Total Talk Time (AGENT): 72533 ms
Total Talk Time (CUSTOMER): 93458 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/22/132035e0-a7cf-4095-a6f7-c5dea35838ab_20250522T21:10_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Thank you for calling APL. This is. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling on behalf of office to check on a claim status.
[AGENT][NEUTRAL] OK, I can check on a claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Yeah, it's 02483111.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Is [PII] and the date of birth would be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and then what was the date of service for this claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] It would be [PII].
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][POSITIVE] That's right.
[AGENT][NEUTRAL] OK and then what was that bill amount please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] $386. 40 cents.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] 140 OK thank you one moment.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEGATIVE] What disadvantage.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], that we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] Of visits are not covered under the member plan, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Just give me a second.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] I'm just checking whether this CPT code already have been billed before or not.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, just keep, bear with me.
[AGENT][NEUTRAL] You're fine, sure.
[CUSTOMER][NEUTRAL] Meanwhile, could you please confirm me where the claim received it and they processed it?
[AGENT][NEUTRAL] Sure, this claim was received uh [PII] and it was processed on [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Better.
[CUSTOMER][NEUTRAL] Uh, it seems to be that's all I think uh is uh I have missing any details or what.
[AGENT][NEUTRAL] What was that? I'm sorry?
[CUSTOMER][NEUTRAL] Am I missing any details to get? I'm just confused here. So, can I get the claim number first?
[AGENT][NEUTRAL] Um, I don't think you got the claim number. Yeah, do you want the claim number? I don't think I gave that to you.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, that is uh 3589414.
[CUSTOMER][NEUTRAL] But
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 414. OK. And could you please spell out your name with last name first name?
[AGENT][NEUTRAL] Sure, my name is spelled [PII]
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] Like color
[CUSTOMER][NEUTRAL] That's all I think and please provide me the call reference number.
[AGENT][NEUTRAL] Reference number would just be my first name, last initial, and today's date.
[CUSTOMER][POSITIVE] Well, [PII], that's all I think. And thank you so much for your assistance. Have a pretty good day.
[AGENT][NEUTRAL] All right.
[AGENT][POSITIVE] Of course thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.