AccountId: 011433970860
ContactId: 1781430d-a6ed-44ac-b965-436d2ea2c29a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130240 ms
Total Talk Time (AGENT): 60943 ms
Total Talk Time (CUSTOMER): 42557 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.4, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/1781430d-a6ed-44ac-b965-436d2ea2c29a_20250501T17:27_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] And thank you for calling AP. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hi, this is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] Um, sure, I can assist you with claim status. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] It's [PII], last initial [PII], [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] and that's my direct number and I'm sorry, what was your name?
[AGENT][NEUTRAL] Um, my name is [PII]. Um it's spelled [PII] My last initial is [PII].
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Mhm, no problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes, it's 2589673.
[AGENT][NEUTRAL] Thank you, [PII], and please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And do you need to verify benefits or check on the status of a claim?
[CUSTOMER][NEUTRAL] Check on the status.
[AGENT][NEUTRAL] OK. And what's the date of service and bill charges on the claim?
[CUSTOMER][NEUTRAL] [PII] for the total amount billed of $306.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 358-8694.
[AGENT][NEGATIVE] And I'm showing that this claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, I can get a call reference number that's all I need.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Um, that is it. I appreciate your assistance. You have a wonderful rest of your day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling ATL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.