AccountId: 011433970860
ContactId: 2c0f23d1-fda6-4225-a2cb-8f28d320162b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 137750 ms
Total Talk Time (AGENT): 59569 ms
Total Talk Time (CUSTOMER): 54369 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/28/2c0f23d1-fda6-4225-a2cb-8f28d320162b_20250528T19:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh yes. My name is [PII]. I'm calling from a provider's office, a claim physicians group, and I'm calling to check claims. Um, it's a denied claim that I'm needing to get some information on.
[AGENT][NEUTRAL] OK, yeah, I can get clarification regarding that claim. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes.
[CUSTOMER][NEUTRAL] It's 02505608.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] It's Wanna [PII], [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that um do you have that claim number, [PII]?
[CUSTOMER][NEUTRAL] Yes, 357-615.
[AGENT][NEUTRAL] OK, um, was that a 50 by chance?
[CUSTOMER][NEUTRAL] 5 what?
[AGENT][NEUTRAL] Um, I think that claim number is missing a digit. Just wanna make sure I'm looking at the correct 1, 357-6150?
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][NEUTRAL] 0, yes.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] OK, so for this claim we were unable to pay a benefit as a treatment in an outpatient hospital is not covered under this policy.
[CUSTOMER][NEUTRAL] OK, that's what I needed to confirm.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, and a reference number.
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date. And so my name is spelled [PII] Last [PII] is [PII] Was there anything else I can help you with again?
[CUSTOMER][POSITIVE] All right, thank you.
[CUSTOMER][POSITIVE] No, that's all. Thank you and have a good day.
[AGENT][POSITIVE] OK, yeah, thanks for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye.