AccountId: 011433970860
ContactId: 2e7fdc02-710e-4cfa-a8e4-07b5be8a8ffb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 241210 ms
Total Talk Time (AGENT): 66619 ms
Total Talk Time (CUSTOMER): 64294 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/06/2e7fdc02-710e-4cfa-a8e4-07b5be8a8ffb_20250206T20:09_UTC.wav
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[AGENT][NEUTRAL] Good afternoon thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I'm calling from a provider's office to get the status of a claim.
[AGENT][NEUTRAL] OK, do you have a phone number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and that's my direct line.
[AGENT][NEUTRAL] OK. And do you have the policy number?
[CUSTOMER][NEUTRAL] That is.
[CUSTOMER][NEUTRAL] If I can see it. It is D4.
[CUSTOMER][NEUTRAL] 202-4331
[AGENT][NEUTRAL] That's not one of our policy numbers. Do you have their social?
[CUSTOMER][NEUTRAL] Um, I do. Let me get back out of this.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. Hold on one moment please.
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] And what's the name?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Is this for medical or dental?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Hold one moment.
[CUSTOMER][NEUTRAL] Tan.
[AGENT][NEUTRAL] Trying to find his correct policy number.
[CUSTOMER][NEUTRAL] Well, it looks like the claim was billed out with 02346110.
[AGENT][NEUTRAL] Yes, ma'am, I just found it. What date of service was it for? What's his date of birth? I'm sorry.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] It's, oh, you're fine. It's [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were just needing claim status?
[CUSTOMER][NEUTRAL] Yes, um, and the data service is 318 of 24.
[AGENT][NEUTRAL] OK, hold on just a moment, I'll look that up for you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] 318 of 24.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] OK, we did get it in it it was it for an office visit?
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEGATIVE] We did get it in and it was denied.
[AGENT][NEUTRAL] Let's see, our records indicate that premium for this data service was not received, therefore benefits are not payable.
[CUSTOMER][NEGATIVE] OK, premium not received.
[AGENT][NEGATIVE] They pay weekly, so for that we we did not get it.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right dear, that is what I needed to know, um, and you gotta do call reference numbers?
[AGENT][NEUTRAL] We do not do that call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much.
[AGENT][POSITIVE] Thank you, [PII] for calling A. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.