AccountId: 011433970860
ContactId: 374eea39-e5ba-47b8-ae7b-f79c3b938e30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 115040 ms
Total Talk Time (AGENT): 43791 ms
Total Talk Time (CUSTOMER): 49916 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/08/374eea39-e5ba-47b8-ae7b-f79c3b938e30_20250508T15:57_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was wondering, I had got an EOB stating um this patient's service was a non-cover, so I was just wondering why it was non-covered.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, I can get clarification regarding that claim. uh, what was your name please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII], can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you and do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, policy number is 01835956.
[AGENT][NEUTRAL] And then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] Yes, it's [PII] and then last name is [PII] Date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that. Do you have that claim number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, claim number is 357-877-777.
[AGENT][NEUTRAL] OK thank you one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, yes, so for this one we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, alright, so the offices are not covered. Alright, I will fix this then.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Um, do you have a reference number?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date and so my name is spelled [PII]
[CUSTOMER][POSITIVE] OK all right thank you so much.
[AGENT][POSITIVE] Of course, thanks for calling APL have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye bye.