AccountId: 011433970860
ContactId: 4750b39a-10d0-4afb-ba19-f21d2dc76cf8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 278809 ms
Total Talk Time (AGENT): 57835 ms
Total Talk Time (CUSTOMER): 71731 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4750b39a-10d0-4afb-ba19-f21d2dc76cf8_20250506T16:44_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], my name is [PII]. I'm just looking for the status of some claims.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII]. Can I get a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And are you at the provider's office?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yep, that is 01637397.
[AGENT][NEUTRAL] Yep.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the date of service and bill charges?
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] For 1,454.
[AGENT][NEUTRAL] Um, I don't show a claim on file.
[CUSTOMER][NEUTRAL] I'll claim on file OK.
[CUSTOMER][NEUTRAL] Could you give me an address to submit that to?
[AGENT][NEUTRAL] And our address is [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And it's [PII].
[CUSTOMER][NEUTRAL] And can I have a reference number?
[AGENT][NEUTRAL] That's my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][POSITIVE] Perfect and I just have one more member to look at.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, do you have a policy number for the patient?
[CUSTOMER][NEUTRAL] That is 1480429.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Data service and bill charges?
[CUSTOMER][NEUTRAL] This is.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] That is for.
[CUSTOMER][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Uh, it looks like we received it 428-25.
[AGENT][NEUTRAL] That it was processed [PII].
[AGENT][NEUTRAL] Uh, office visits are not covered under the policy, and then services performed in an office are not covered.
[CUSTOMER][NEUTRAL] Uh, what was the second now?
[AGENT][NEUTRAL] Um, services performed in the office are not covered.
[CUSTOMER][POSITIVE] Perfect, and that was on [PII], correct?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][POSITIVE] Alright [PII] well thank you so much for helping me with these claims.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.