AccountId: 011433970860
ContactId: 24047a65-dcd7-4d29-a8c7-cadf3dc40a1b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183210 ms
Total Talk Time (AGENT): 59227 ms
Total Talk Time (CUSTOMER): 61630 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/24047a65-dcd7-4d29-a8c7-cadf3dc40a1b_20250604T16:17_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, hello, this is [PII], uh, from Bonsa Course. I would like to check on a claim status, please.
[AGENT][NEUTRAL] OK, yeah, I can check on a claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Oh yes, let me spell that for you. That would be [PII].
[AGENT][POSITIVE] OK, thank you for that uh and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh, yes, of course. That would be [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes. Uh, the policy number will be 02137752.
[AGENT][NEUTRAL] OK and then uh what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Uh, her name is [PII].
[CUSTOMER][NEUTRAL] Uh, date of birth, [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] Yes, set of service, [PII].
[AGENT][NEUTRAL] [PII], OK, and then do you have that bill amount?
[CUSTOMER][NEUTRAL] build amount $12929.
[AGENT][NEUTRAL] 129 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.
[CUSTOMER][NEUTRAL] So in this case, we would need to bill the patient, correct?
[AGENT][NEUTRAL] Oh, we don't say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][POSITIVE] OK, perfect. Thank you very much. Um, you told me that your name is [PII]?
[AGENT][NEUTRAL] Yeah, did you need that claim number or anything?
[AGENT][NEUTRAL] Uh, [PII]
[CUSTOMER][NEUTRAL] OK, thank you. And um maybe do you have like a reference number for the call?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Uh, so my last initial is A. Was there anything else I can help you with?
[CUSTOMER][POSITIVE] Uh, no, ma'am. That will be all. Thank you very much for your help.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You too. Thank you. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.