AccountId: 011433970860
ContactId: 49001126-a99c-453a-b689-28a936802a30
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179339 ms
Total Talk Time (AGENT): 37906 ms
Total Talk Time (CUSTOMER): 51669 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/49001126-a99c-453a-b689-28a936802a30_20250210T18:19_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] I'd like to check the status of a claim.
[AGENT][POSITIVE] I'll be happy to assist with claim status. May I have your first name, please?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] And one if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 01978558ML8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] The service is.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Uh, tax ID [PII].
[AGENT][NEUTRAL] Thank you for that information. So I do show we did receive the claim claim was denied because the office visit charges are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, um.
[CUSTOMER][NEUTRAL] Do you, can you fax me uh an EOB?
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] To whose attention?
[CUSTOMER][NEUTRAL] One.
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 7 minutes. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] initial S as [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] Thank you very much.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] You too bye.