AccountId: 011433970860
ContactId: 385fdd43-bfb6-4ecf-8dff-85659486cc92
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209210 ms
Total Talk Time (AGENT): 59110 ms
Total Talk Time (CUSTOMER): 71530 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/385fdd43-bfb6-4ecf-8dff-85659486cc92_20250404T16:41_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from NY Langon Hospital to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with client status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, the callback number is [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the policy number of the picture?
[CUSTOMER][NEUTRAL] Yeah, the policy number is 023435024.
[AGENT][NEUTRAL] Yeah,
[AGENT][NEUTRAL] Um, do you have a patient name and date of birth?
[CUSTOMER][NEUTRAL] The patient name is [PII], and I'll spell it out for you. It's [PII] and the last name is [PII] And the date of birth is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, last name was [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, give me just a moment.
[AGENT][NEUTRAL] OK, what was that date of service?
[CUSTOMER][NEUTRAL] The date of service was [PII] and the bill amount is $338 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEGATIVE] Uh it looks like we received it on [PII]. It was denied [PII].
[AGENT][NEUTRAL] And office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK. Actually, we, it is not an office visit. It is a telecom.
[AGENT][NEUTRAL] A telephonic visit, an office telephonic visit, is that correct? Yeah, they're not, they would be considered that as well, so that's not covered.
[CUSTOMER][POSITIVE] Yeah. Yes, yes. Yes.
[AGENT][NEUTRAL] So, the consultation with the healthcare provider is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] So, OK, OK. Thank you. Thank you. Have a great day. Can you tell me your name?
[AGENT][NEUTRAL] Uh, my name is [PII].
[CUSTOMER][NEUTRAL] [PII]. And what would be the call reference number?
[AGENT][NEUTRAL] Uh, call reference number is my name, [PII], first initial to my last name which is [PII], and today's date.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][POSITIVE] Thank you, [PII]. Have a great day. Bye-bye.
[AGENT][POSITIVE] OK, thanks for calling ATL. Have a good day.
[CUSTOMER][NEUTRAL] 25 cents.
[CUSTOMER][POSITIVE] Have a good day. Bye-bye.