AccountId: 011433970860
ContactId: 43c22e19-4668-4cd5-b25a-f9c276444047
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141699 ms
Total Talk Time (AGENT): 45946 ms
Total Talk Time (CUSTOMER): 53318 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/43c22e19-4668-4cd5-b25a-f9c276444047_20250613T14:47_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to check claim status please. My name's [PII].
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 126-5678.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you for that information. I do show this claim.
[AGENT][NEGATIVE] Was denied because the physician's charges are not covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I take note of the claim number please?
[AGENT][NEUTRAL] OK. Claim number is.
[AGENT][NEUTRAL] I'm sorry, what's that date of service again?
[CUSTOMER][NEUTRAL] 227-2025.
[AGENT][NEUTRAL] OK, claim number is 3587216.
[CUSTOMER][NEUTRAL] OK, and then we did not get a copy of the denial. Are you able to fax me a copy of the remit showing the denial for records?
[AGENT][NEUTRAL] OK, and what's that fax number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] And to who's attention?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, you should receive that fax within the next 15-20 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] No, can I just get a call reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial S as in Sam, and the date and time of the call.
[CUSTOMER][POSITIVE] OK, thank you so much for your help you have a good day.
[AGENT][POSITIVE] Thank you for calling APL. Have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.