AccountId: 011433970860
ContactId: 3af89068-6949-4695-b67c-09334b96ce03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 155360 ms
Total Talk Time (AGENT): 53018 ms
Total Talk Time (CUSTOMER): 63500 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/3af89068-6949-4695-b67c-09334b96ce03_20250521T16:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello ma'am. My name is [PII]. I'm calling from the provider's office to check on a claim status.
[AGENT][POSITIVE] Hi, [PII]. Happy to check on a claim for you. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Yes ma'am. Give me one second. The patient's policy number would be 01480370 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] Thank you. And may I have the patient name and date of birth?
[CUSTOMER][NEUTRAL] Yes, ma'am. Patient's first name is [PII], last name is [PII]. Date of birth would be on [PII].
[AGENT][NEUTRAL] All right, thank you. And then what is the date of service?
[CUSTOMER][NEUTRAL] Yes ma'am. The data service would be on [PII].
[AGENT][NEUTRAL] In the Pelmo.
[CUSTOMER][NEUTRAL] Ma'am, it would be $348 even.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, thank you for that. So we did receive a claim for this state of service. Claim was received on [PII]. Claim was denied [PII]. Office visits are not covered under the member policy.
[CUSTOMER][NEUTRAL] OK, I understand, ma'am. It's uh not uh.
[CUSTOMER][NEUTRAL] Well, could you provide me with the claim number for this one, ma'am?
[AGENT][NEUTRAL] And that would be 358-768-87.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 768-7. Thank you for that, ma'am. That would be it for today. Could you provide me a call reference number, ma'am?
[AGENT][NEUTRAL] Call references my name with my last initial and today's date. My name again is [PII], that's [PII] Last initial is [PII].
[AGENT][NEUTRAL] And then today's date.
[CUSTOMER][POSITIVE] OK, thank you, ma'am and I really hope you have a great day ahead.
[AGENT][NEUTRAL] You as well bye.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] So