AccountId: 011433970860
ContactId: 2a780959-afab-43ac-8118-2f51b1e526f9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 186039 ms
Total Talk Time (AGENT): 57448 ms
Total Talk Time (CUSTOMER): 66031 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/2a780959-afab-43ac-8118-2f51b1e526f9_20250107T19:30_UTC.wav
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[AGENT][POSITIVE] Good Morning. Good afternoon. Thanks for calling A [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, I needed to find out about a claim that got denied.
[AGENT][POSITIVE] OK, I can help you with
[CUSTOMER][NEUTRAL] And I've got the claim number.
[AGENT][POSITIVE] I can help you with that. Can I get a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] It is 00596422.
[AGENT][NEUTRAL] Can I get your date of birth?
[CUSTOMER][NEUTRAL] My mom's date of birth or mine?
[AGENT][NEUTRAL] Uh, let me
[CUSTOMER][NEUTRAL] My mom is the policy holder. I'm the power of attorney.
[AGENT][NEUTRAL] OK, so, um, what is her name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Uh, [PII], [PII].
[AGENT][NEUTRAL] OK. And what's the claim number?
[CUSTOMER][NEUTRAL] It is um 347-937-3.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK. Can you verify the address?
[CUSTOMER][NEUTRAL] It's because you picked it up.
[CUSTOMER][NEUTRAL] I'm sorry, it's [PII].
[AGENT][NEUTRAL] OK. Do you have the email address?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, Ms. [PII], thank you for that. And you said you want to see why that claim was denied?
[CUSTOMER][NEUTRAL] Mhm, I read it down here and it said because of diagnosis testing benefit writer.
[AGENT][NEUTRAL] OK, give me one second. 3479373.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, so the screening test was done. It's not a covered screening test um for the policy.
[CUSTOMER][NEUTRAL] OK, was it a, uh, I can't see the form that I filled out wasn't it a, a chest X-ray?
[AGENT][NEUTRAL] Uh, let me pull up the physical claim and I can see what it was for.
[AGENT][NEUTRAL] Looks like it says physical, but let me look at the clean desk is what the rep put in the. Hold on one second.
[AGENT][NEUTRAL] Excuse me.
[CUSTOMER][NEUTRAL] Is it the every 7 days?
[AGENT][NEUTRAL] Yes, it was just a routine physical.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, I will get the uh the one that I should have sent over was the chest X-ray, so I'll get it sent back over there.
[AGENT][NEUTRAL] OK, Ms. [PII]. Was there anything else that I can help you with today?
[CUSTOMER][POSITIVE] I appreciate
[CUSTOMER][POSITIVE] That's it thank you.
[AGENT][POSITIVE] No problem. Well, thanks for calling Eco. You have a wonderful day.