AccountId: 011433970860
ContactId: 3d842b13-5e73-42f8-b7e0-b8299e975028
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220800 ms
Total Talk Time (AGENT): 82327 ms
Total Talk Time (CUSTOMER): 95606 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/06/3d842b13-5e73-42f8-b7e0-b8299e975028_20250606T14:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check on a claim status.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes ma'am, 024191.
[CUSTOMER][NEUTRAL] 89 M for Mary L for Lima 7
[AGENT][NEUTRAL] Thank you. And then for documentation, if I could get your first name and a callback number, please?
[CUSTOMER][NEUTRAL] My name is [PII], last initial [PII] and the callback number is [PII] and that's the direct line.
[AGENT][POSITIVE] Perfect. Thank you. Uh, what is the patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] So, uh, I'm gonna mess that up. [PII], uh, date of birth [PII].
[AGENT][POSITIVE] That's right. Yeah, yeah.
[AGENT][POSITIVE] Perfect. Yeah, it kind of looks like Caesar and then with an E, so Cesarre. I don't know.
[CUSTOMER][NEUTRAL] Oh my God, I think I, cause I was gonna say and then I saw the F and I was like it is uh mm yeah.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] I know.
[AGENT][NEUTRAL] What's the data service?
[CUSTOMER][NEUTRAL] Data service is 327 of 25 and will charge 588.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Alright, perfect, thank you.
[AGENT][NEUTRAL] All right, so it looks like actually we did get this claim. It was received on [PII].
[AGENT][NEGATIVE] It was denied on [PII]. It looks like office visits are not covered under the member's policy.
[CUSTOMER][NEUTRAL] Um, could I get the ELB for that or whatever nonpayment, um, issued just for that?
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] Yeah, absolutely. You have a good fax I can send it to?
[CUSTOMER][NEUTRAL] Yes ma'am, it's gonna be [PII].
[CUSTOMER][NEUTRAL] Uh, you can put attention actually, but I know you're the only APL that I've been looking at, so, uh, I don't know which one it is. Uh, I, I think I can find it, um.
[AGENT][NEUTRAL] Right.
[AGENT][NEUTRAL] Alright. So give it about 5 minutes and you should have that. Uh, did you want the claim number, [PII]?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Claim number is gonna be 3589381.
[CUSTOMER][NEUTRAL] Got you, got you. Well, they already had a.
[CUSTOMER][NEUTRAL] Um, a primary that did most of it, so that was $65 is gonna remain there $65. Um, what's the reference number for the call, or is it your name?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Right.
[AGENT][POSITIVE] Absolutely
[AGENT][NEUTRAL] Yeah, it's my name with today's date.
[CUSTOMER][NEUTRAL] Say your name one more time for me.
[AGENT][NEUTRAL] No, no worries. My name is [PII], that's [PII] and if you need the initial, my last name, it's [PII], and then today's date.
[CUSTOMER][POSITIVE] Got you, got you. I appreciate it very much and I hope you have a great weekend.
[AGENT][NEUTRAL] Uh.
[AGENT][POSITIVE] You too, [PII]. Take care. Bye.
[CUSTOMER][NEUTRAL] Bye bye.