AccountId: 011433970860
ContactId: 38a5245f-6fc4-49e6-b6b2-f0e64889abc2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138339 ms
Total Talk Time (AGENT): 53436 ms
Total Talk Time (CUSTOMER): 41209 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/38a5245f-6fc4-49e6-b6b2-f0e64889abc2_20250415T14:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm just calling to verify that a claim was received.
[AGENT][NEUTRAL] Yes, I can check to see if the claim was received. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes ma'am, it's [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Yes, ma'am, I do. It is.
[CUSTOMER][NEUTRAL] Um, 02144.
[CUSTOMER][NEUTRAL] 659, M as in Mary, L as in Larry, the number 8.
[AGENT][NEUTRAL] Got it and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] [PII], his date of birth is [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that [PII] and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Um, the date of service was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, that was [PII] and then do you have that uh billed amount?
[CUSTOMER][NEUTRAL] The bill amount was $382.
[AGENT][NEUTRAL] Got it. OK, thank you. One moment, please.
[AGENT][NEUTRAL] Oh, was this with OHI West Medical Group?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, so we did receive this claim, uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, did you say your name was [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Perfect, [PII]. Is there a reference number for the call?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date, um, so my last initial is [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No, ma'am, that was it. Thanks so much. Have a wonderful day.
[AGENT][POSITIVE] Alright, thanks for calling APL you too bye bye.