AccountId: 011433970860
ContactId: 511dfbae-47c0-4e44-bd1d-8b6dde959b6e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 171589 ms
Total Talk Time (AGENT): 38841 ms
Total Talk Time (CUSTOMER): 78709 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/511dfbae-47c0-4e44-bd1d-8b6dde959b6e_20250625T17:11_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. This is [PII] and I'm calling for a provider to check on additional information about the claim that has been denied. Please note this call will be monitored and recorded for quality and training purposes. My name is [PII]. My last name initial is [PII]. Could you please spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]. It's [PII] Y.
[CUSTOMER][POSITIVE] Thank you, [PII]. How are you doing today?
[AGENT][POSITIVE] Doing good how are you?
[CUSTOMER][POSITIVE] I'm glad to hear that. I'm doing good as well. Thank you for asking.
[AGENT][NEUTRAL] OK, and [PII], I can help you with that claim status. Um, do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, definitely. It is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] Mhm. Yes, it is 015.
[CUSTOMER][NEUTRAL] 459
[CUSTOMER][NEUTRAL] 83 M as in Mike, L as in Lima, number 8.
[AGENT][NEUTRAL] And patient, uh, date of birth, name and date of birth?
[CUSTOMER][NEUTRAL] Mhm. Patient's name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, do you have the claim number?
[CUSTOMER][POSITIVE] Yes, definitely. I have the claim number.
[CUSTOMER][NEUTRAL] And the claim number is just a second.
[CUSTOMER][NEUTRAL] Thank you for your patience. The claim number is 360.
[CUSTOMER][NEUTRAL] 9472.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Do you have
[AGENT][NEUTRAL] Uh, it looks like office visits are not covered under the patient's policy.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Thank you for that information, [PII]. May I have the patient's plan types?
[AGENT][NEUTRAL] Uh, supplemental.
[CUSTOMER][NEUTRAL] No
[CUSTOMER][NEUTRAL] Is there any type for this supplement plan?
[AGENT][NEUTRAL] It's just, it's a secondary supplemental. It's not a PPO or HMO.
[CUSTOMER][NEUTRAL] Thank you for that information, [PII]. So the office visits are not covered under the patient's plan, is that correct?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Thank you for that. And the patient has supplemental plan. And may I have the call reference number of our call?
[AGENT][NEUTRAL] Reference is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII], and thank you for your assistance. Have a great day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. You too. Bye bye.