AccountId: 011433970860
ContactId: 17f73f83-a3c4-4aa1-bf91-e2c908a9329f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269470 ms
Total Talk Time (AGENT): 96365 ms
Total Talk Time (CUSTOMER): 57618 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/28/17f73f83-a3c4-4aa1-bf91-e2c908a9329f_20250228T15:28_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Uh, hi, so, uh, sometimes I we talk. My name is [PII].
[AGENT][NEUTRAL] Yes, and how may I assist you, sir?
[CUSTOMER][POSITIVE] Actually, I have one more claim. Sorry for calling.
[AGENT][NEUTRAL] Is it the same member a different member?
[CUSTOMER][NEUTRAL] Uh, the member is different.
[AGENT][NEUTRAL] OK, what is the policy number?
[CUSTOMER][NEUTRAL] 025384441.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK so it's the same one. What is the date of service? Mhm.
[CUSTOMER][NEUTRAL] One sec.
[CUSTOMER][NEUTRAL] What, oh, sorry, sorry, sir. No, no, wait a second.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. The policy number is 01485319.
[AGENT][NEUTRAL] OK, let me
[AGENT][NEUTRAL] What's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] How much is the total charge?
[CUSTOMER][NEUTRAL] The charge amount is uh
[CUSTOMER][NEUTRAL] 369.25.
[AGENT][POSITIVE] Thank you, let me see if I can find this one.
[AGENT][NEUTRAL] OK. So the the reason on this one is gonna be the same. Let me just pull the details of the EOP.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we received the claim on [PII], process on [PII] on the same date, and it was denied stating that DME is not covered under the member's plan.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome. Do you need any other information? You need the claim number or anything like that?
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] No. Is there, sorry, is there a game number?
[AGENT][NEUTRAL] Yes, the claim number is, yes, 3555829.
[CUSTOMER][NEUTRAL] Can you provide me?
[CUSTOMER][NEUTRAL] 355-5829
[AGENT][NEUTRAL] Mhm, yes.
[CUSTOMER][NEUTRAL] Uh, can you please provide me the previous one, claim number also?
[AGENT][NEUTRAL] Um, let me see if I still have it up, uh.
[AGENT][NEUTRAL] No I erased that one,
[AGENT][NEGATIVE] I don't have the claim number pulled up no more.
[AGENT][NEUTRAL] Um, bear with me, let me see if I can find my history.
[AGENT][NEUTRAL] Research history, one moment.
[AGENT][NEUTRAL] OK, um, the claim number for [PII] is 3556164.
[CUSTOMER][NEUTRAL] 3556164
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] You're welcome. Is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] No, thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling AP. Have a good time, Mr. [PII].
[CUSTOMER][NEUTRAL] Uh, you too.