AccountId: 011433970860
ContactId: 17143b6a-880d-4071-94b8-5061aa91d4c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 196820 ms
Total Talk Time (AGENT): 89094 ms
Total Talk Time (CUSTOMER): 44643 ms
Interruptions: 0
Overall Sentiment: AGENT=2.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/10/17143b6a-880d-4071-94b8-5061aa91d4c6_20250410T14:34_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII], and I'm calling to uh check claim status, please.
[AGENT][POSITIVE] Yes, ma'am [PII]. I'll be glad to help you. Go ahead and give me a good policy number, please.
[CUSTOMER][NEUTRAL] Yes, ma'am. I have 02550778.
[AGENT][POSITIVE] Alright, [PII], thank you so much for that information. Now, while I'm pulling this up, go ahead and give me a good return telephone call number.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Alrighty, thank you so much for that information. Now, your patient's name and date of birth today, please, ma'am.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you for that, [PII]. It looks like [PII] is the insured on this medical supplemental plan and you did say you want to take status of a claim. Is that correct?
[CUSTOMER][NEUTRAL] Yes, ma'am. Yes, ma'am.
[AGENT][NEUTRAL] They the service.
[CUSTOMER][NEUTRAL] Data service would be 12-12-2024 and the total amount billed is for $946.
[AGENT][POSITIVE] All right, [PII], thank you for that. Let me do some checking. Let's see what I can find.
[AGENT][NEGATIVE] Oh right, looks like I do have that billing for [PII] for an office visit, but they do not have office visit benefits here at all, so you should have got a denial EOB.
[CUSTOMER][NEUTRAL] So our policy do not have office visits.
[AGENT][NEUTRAL] Correct, no office visit benefits are covered here at all.
[CUSTOMER][NEUTRAL] OK, claim number, please?
[AGENT][NEUTRAL] Your claim number is 356-469-3.
[CUSTOMER][NEUTRAL] OK, and then denied on what date?
[AGENT][NEUTRAL] Let's see.
[AGENT][NEGATIVE] Alright, the first one was denied on [PII] and again denied on [PII].
[AGENT][NEUTRAL] Is there anything else that I can help you with today, Ms. [PII]?
[CUSTOMER][NEUTRAL] Reference number, please, and your name again?
[AGENT][NEUTRAL] Yes, ma'am. We don't give reference numbers, but you can use my name in today's date if you need to do so, and my name is [PII] spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you so much, ma'am. Have a beautiful day.
[AGENT][POSITIVE] Well, well, you as well, [PII], and thank you for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] Yes, ma'am. Bye-bye.