AccountId: 011433970860
ContactId: 3645c7e1-0bfe-435a-b922-aeb8c3fc90f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 206070 ms
Total Talk Time (AGENT): 60188 ms
Total Talk Time (CUSTOMER): 64586 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/21/3645c7e1-0bfe-435a-b922-aeb8c3fc90f2_20250221T20:11_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh hello, this is [PII]. Last name [PII] and [PII]. I'm calling from our office looking for claim status.
[AGENT][NEUTRAL] Yeah, I can check on a claim for you. You said your name was [PII]?
[CUSTOMER][POSITIVE] That's correct.
[AGENT][NEUTRAL] OK, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] And the callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, it's gonna be 01984149 M as in Mary, L as in Lima, number 8.
[AGENT][NEUTRAL] OK. Thank you. And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's uh [PII], and the last name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Date of birth is gonna be [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. And what, what is the date of service for this time?
[CUSTOMER][NEUTRAL] Data service is going to be [PII] with the total charge of $590 even.
[AGENT][NEUTRAL] OK, that was [PII]?
[CUSTOMER][POSITIVE] Yeah, that's correct.
[AGENT][NEUTRAL] OK thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, [PII], what was the name of the provider's office this was with?
[CUSTOMER][NEUTRAL] Yeah, the provider office is Correct Vision Laser Institute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So we did receive this claim, um, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] I'm sorry, what was that?
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Of that
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] So, OK.
[CUSTOMER][NEUTRAL] Can you go to the patient for this one?
[AGENT][NEUTRAL] We don't say what is patient responsibility that would be up to the provider.
[CUSTOMER][NEUTRAL] OK. And your, I didn't get your name. Your name is?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] OK, sir, uh thank you so much. Help me with the claim number for this one.
[AGENT][NEUTRAL] Yes, it's 356-454-0.
[CUSTOMER][NEUTRAL] 356-454-0
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, help me with the reference of this call.
[AGENT][NEUTRAL] That would just be my first name, last initial, and today's date. That's my last initial is [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, sir, thank you so much. That's all I'm gonna say.
[AGENT][POSITIVE] Of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] correct