AccountId: 011433970860
ContactId: 1e21d6bc-9146-4991-8406-b68593795492
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 207110 ms
Total Talk Time (AGENT): 77591 ms
Total Talk Time (CUSTOMER): 51683 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/1e21d6bc-9146-4991-8406-b68593795492_20250606T13:31_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for claim status, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] Uh, callback number is [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now, could I get the policy number, please?
[CUSTOMER][NEUTRAL] Uh yes. The policy number is
[CUSTOMER][NEUTRAL] 02415332
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And the total charge.
[CUSTOMER][NEUTRAL] It's 358.
[AGENT][NEUTRAL] OK. Thank you. One moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Yes, ma'am. I'm showing that we received that claim on.
[AGENT][NEGATIVE] We received the claim on [PII]. It processed on [PII], and I'm showing that it denied because the service is not covered under this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim
[CUSTOMER][NEUTRAL] And then may I get the claim number please?
[AGENT][NEUTRAL] Um, yes, the claim number is 3606194.
[CUSTOMER][POSITIVE] Thank you so much and may I get your name and reference number?
[AGENT][NEUTRAL] Um, yes. The reference number is my name and today's date. Um my name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Actually, Ms. [PII], are you able to fax me a copy of that EOB?
[AGENT][NEUTRAL] Yes, what's your fax number, please?
[CUSTOMER][POSITIVE] Thank you so much. It's [PII].
[AGENT][NEUTRAL] OK, and so who's attention?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. So that's attention [PII] [PII].
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] OK. Yes, ma'am. You should receive it in about 10 minutes. I just sent it. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling APL. You have a great weekend. mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.