AccountId: 011433970860
ContactId: 286adc0e-d885-4ca2-aadc-4a8c74a68bbd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186059 ms
Total Talk Time (AGENT): 49282 ms
Total Talk Time (CUSTOMER): 56123 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/286adc0e-d885-4ca2-aadc-4a8c74a68bbd_20250312T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Tory Sullivan Dermatology. And I'm calling to check status of a claim.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEGATIVE] Uh, no.
[CUSTOMER][NEUTRAL] Give me 1 2nd.
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Oh, it is 23499.
[AGENT][NEUTRAL] Mm, you have a copy of the card?
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] It's gonna be a um outpatient policy er number that begins with a 0. It's about 7 digits.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, um, 02449506 ML 8.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK thank you give me one minute moment, [PII], OK?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] And what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and you said you're checking point status?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, what's the data service in charge?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The data service is [PII] and the total charge amount is $215.14.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah, so the claim was processed [PII]. Um it denied the office visit and treatment in the office is not covered under this policy, so no payment was made, and I do have a claim number if you would like that number.
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] That number is 352.
[AGENT][NEUTRAL] 362 7.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] Oh, you're welcome [PII]. Did you have any other questions I can assist with today?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Alrighty thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Bye bye.