AccountId: 011433970860
ContactId: 23a5e35c-ea78-4010-9792-430f24d2b1dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177830 ms
Total Talk Time (AGENT): 76461 ms
Total Talk Time (CUSTOMER): 56602 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/23a5e35c-ea78-4010-9792-430f24d2b1dc_20250207T19:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, um, good afternoon. I'm calling on behalf of the DM group, uh, to, um, check claim status for one of our patients, please.
[AGENT][NEUTRAL] Sure, I could check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII]
[AGENT][NEUTRAL] OK
[AGENT][POSITIVE] And then can I get a good call back number from you please in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, I do. Uh, it is 02216489 ML 7.
[AGENT][NEUTRAL] OK, thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK perfect thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, and then, uh, do you have the bill amount?
[CUSTOMER][NEUTRAL] Oh yes, it's um $341.90.
[AGENT][NEUTRAL] OK, and was that the amount before or after major medical paid?
[CUSTOMER][NEUTRAL] Uh, that's the total bill amount.
[AGENT][NEUTRAL] OK OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so we did receive this claim, uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK. Oh, do you have, um, can you uh fax me or email me the explanation of
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Absolutely what's that uh fax number for you?
[CUSTOMER][NEUTRAL] It's um [PII].
[AGENT][NEUTRAL] OK, I'm gonna read that back, make sure I heard that correctly. That was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, and would I just put this to your attention?
[CUSTOMER][NEUTRAL] Oh yes.
[AGENT][NEUTRAL] OK, alright, I will get that sent to you now. I should get it in maybe 10-15 minutes depending on how busy your machine is. Was there anything else I could help you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] If you can give me a reference number, that would be wonderful.
[AGENT][NEUTRAL] Sure, reference number would just be my first name, last initial, and today's date. Uh so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Yeah, thanks for calling APL. I hope you have a great weekend.
[CUSTOMER][NEUTRAL] You too bye. Hello.
[AGENT][NEUTRAL] Bye bye.