AccountId: 011433970860
ContactId: 1c6b0c47-4654-4086-9a20-4defa729b10c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157369 ms
Total Talk Time (AGENT): 52939 ms
Total Talk Time (CUSTOMER): 48123 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/1c6b0c47-4654-4086-9a20-4defa729b10c_20250430T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with the provider's office, and I am trying to get a claim status for a patient.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim, [PII]. Uh, do you have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is going to be 02556132, M as in Mike, L as in Lima, number 7.
[AGENT][POSITIVE] Thank you for that. And then do you have a good callback number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] It's gonna be [PII].
[AGENT][POSITIVE] Thank you
[AGENT][NEUTRAL] And then if I could get patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] It is for [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that. And then date of service?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] In the bill amount.
[CUSTOMER][NEUTRAL] That would be $382.
[AGENT][NEUTRAL] Alright, thanks [PII]. Give me just a second, let me take a look here.
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] All right, thank you for your patience on that. So it looks like we did receive a claim. Uh, it was received on [PII]. Claim was denied [PII]. Looks like office visits are not covered under the member's policy.
[CUSTOMER][NEUTRAL] Of course.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Oh, got you. OK, perfect. Um, do you happen to have a claim number for it?
[AGENT][NEUTRAL] Yeah, absolutely, claim number is gonna be 3581615.
[CUSTOMER][POSITIVE] Awesome. Well, thank you so much, sir. I appreciate your help.
[AGENT][POSITIVE] You're welcome have a good rest of your day, [PII].
[CUSTOMER][POSITIVE] You too. Thank you. Bye-bye.
[AGENT][NEUTRAL] Bye bye.