AccountId: 011433970860
ContactId: 526a24e4-0da4-4b3a-8b09-d2b476e9547a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 304519 ms
Total Talk Time (AGENT): 72000 ms
Total Talk Time (CUSTOMER): 79678 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/526a24e4-0da4-4b3a-8b09-d2b476e9547a_20250616T19:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling for claim status.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Callback number [PII] and it is a direct line.
[AGENT][NEUTRAL] Thank you. And the policy number for the patient?
[CUSTOMER][NEUTRAL] That is going to be
[CUSTOMER][NEUTRAL] Once more weeks again.
[CUSTOMER][NEUTRAL] 02544110.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Date of service and bill charges?
[CUSTOMER][NEUTRAL] One small quick second.
[CUSTOMER][NEUTRAL] D of service areas number 8 2024 and the bill amount is going to be.
[CUSTOMER][NEUTRAL] $323 even.
[AGENT][NEUTRAL] OK, give me one moment.
[AGENT][NEUTRAL] Like it was received on.
[AGENT][NEUTRAL] Mhm
[AGENT][POSITIVE] OK, received on um
[AGENT][NEUTRAL] 32525. Process 327 25.
[AGENT][NEUTRAL] Policy provides no benefit for treatment of conditions other than sickness or injury.
[CUSTOMER][NEUTRAL] No benefits for treatment and conditions other than?
[AGENT][NEUTRAL] Sickness or injury?
[CUSTOMER][NEUTRAL] Signature injury.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Can you please spell that word? Uh, signature injury, right? Correct, right arm?
[AGENT][NEGATIVE] Sickness, S I C K N E S S or injury, I N J U R Y.
[CUSTOMER][NEUTRAL] OK, OK.
[CUSTOMER][NEUTRAL] OK, OK. Uh, other than sickness or injury, OK. You're stating that it's a, it's a non-go charges as for the patient's plan, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Can I have the patient's plan type?
[AGENT][NEUTRAL] Secondary.
[CUSTOMER][NEUTRAL] Can I have the patient's plan type?
[AGENT][NEUTRAL] It's a secondary policy. It's not PPO or HMO. It's a secondary policy supplemental.
[CUSTOMER][NEUTRAL] OK, supplemental policy. OK. And can I have the person's plan name?
[AGENT][NEUTRAL] Blink.
[CUSTOMER][POSITIVE] Meddling plan name. Thank you so much. And uh can I have the claim number, please?
[AGENT][NEUTRAL] And claim number is 3581538.
[CUSTOMER][NEUTRAL] OK, and for the same data so we have refilled one more claim, I believe. Can I have the received date and date for that?
[AGENT][NEUTRAL] For the same, the duplicate claim?
[CUSTOMER][POSITIVE] Yes, yes, yes.
[AGENT][NEUTRAL] Uh, that claim number is 3583608.
[CUSTOMER][NEUTRAL] 3583608. That is that duplicate, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK. Thank you so much, really great. Can I received it and denied it?
[AGENT][NEUTRAL] 33 1 25, denied 4 125.
[CUSTOMER][NEUTRAL] Thank you. Can you please spell your name and can I have the call reference for this?
[AGENT][NEUTRAL] Uh my name is [PII]. It's [PII] Call reference is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you, [PII]. That's all for the day. Bye. Great day. Take care.
[AGENT][POSITIVE] OK, thank you for calling ATL. Have a good day. Bye-bye.