AccountId: 011433970860
ContactId: 4f101883-f043-4d62-a0f5-e5ed7cf8e20b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116379 ms
Total Talk Time (AGENT): 48342 ms
Total Talk Time (CUSTOMER): 50535 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/4f101883-f043-4d62-a0f5-e5ed7cf8e20b_20250506T16:51_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] from Doctor [PII]'s office. I'm calling regarding a claim.
[AGENT][NEUTRAL] OK, I can assist you with claim status. Do you have the policy number?
[CUSTOMER][NEUTRAL] Yes, I do. That would be 02575225 M as in Mary, L as in Larry H.
[AGENT][NEUTRAL] And what's a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Can you verify the date of service and total bill?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Is [PII].
[CUSTOMER][NEUTRAL] OK, what is the reason for the appointment?
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] [PII], um, date of birth, sorry, [PII].
[AGENT][POSITIVE] Thank you, give me one moment.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] blood pressure
[AGENT][NEUTRAL] OK, I show the claim was processed on [PII]. Uh no payment was made. Uh, the office visit fee and then treatment in the office is not covered under the patient's policy.
[CUSTOMER][NEUTRAL] OK, so this insurance does not have coverage for office visits or anything done in the office? OK, can I have uh your name and a reference number please?
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You'll use my name in today's date as your reference, [PII], and you can also check claim status on our online service center at [PII]. Did you have any other questions?
[CUSTOMER][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] OK, you're welcome thanks for calling APL have a good day.
[CUSTOMER][POSITIVE] Thanks bye.