AccountId: 011433970860
ContactId: 546d0835-c406-4811-aeb7-51b3c8cfaefd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 157380 ms
Total Talk Time (AGENT): 65727 ms
Total Talk Time (CUSTOMER): 52201 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/546d0835-c406-4811-aeb7-51b3c8cfaefd_20250307T19:05_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] and I'm calling from provider office and this call may be recorded for quality and training purposes. And uh ma'am, I'm checking for the claim status. Could you please help me with that?
[AGENT][POSITIVE] Happy to check on a claim status for you today. What is the policy number?
[CUSTOMER][NEUTRAL] Yeah, it is 02484862 M as in Mike L as in Lima number 8.
[AGENT][NEUTRAL] Alright, thank you for that, [PII]. One moment.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's name, it is uh [PII]. Date of birth it's uh [PII].
[AGENT][NEUTRAL] Thank you for that and then what's the date of service?
[CUSTOMER][NEUTRAL] Yeah, here the data service. It is [PII]. build amount is $500 even.
[AGENT][POSITIVE] Thank you, one moment.
[AGENT][NEUTRAL] So it looks like we did receive a claim for this date of service claim was received [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] A claim was denied. We need the explanation of benefits from the member's primary insurance.
[CUSTOMER][NEUTRAL] And when it got denied on which date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] And can you help me with the claim number?
[AGENT][NEUTRAL] Claim number is 3563725.
[CUSTOMER][NEUTRAL] Can you help me with the fax number?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], right? Attention to claims, right?
[AGENT][NEUTRAL] Mhm.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Um, can you please spell your name, ma'am?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] And can you help me with a call reference number?
[AGENT][NEUTRAL] Call references my name with my last initial than today's date. The last initial to my name is [PII].
[CUSTOMER][POSITIVE] OK thank you so much have a great day, stay safe and happy weekend.
[AGENT][NEUTRAL] You too, [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.