AccountId: 011433970860
ContactId: 5b0eb669-b496-4f9b-8d0b-246003f89254
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161800 ms
Total Talk Time (AGENT): 59655 ms
Total Talk Time (CUSTOMER): 30962 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/05/5b0eb669-b496-4f9b-8d0b-246003f89254_20250605T16:29_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to get claim status.
[AGENT][NEUTRAL] OK, I'm happy to check on a claim. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it
[CUSTOMER][NEUTRAL] 2549961
[AGENT][NEUTRAL] Thank you. And then for documentation, can I grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] I'mma callback number is [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And then what was the data service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill amount?
[CUSTOMER][NEUTRAL] $297.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Not showing any claims on file for [PII].
[CUSTOMER][NEUTRAL] [PII]. I'm sorry.
[AGENT][NEUTRAL] Oh, [PII]. I'm sorry.
[AGENT][NEUTRAL] And the bill amount was 297 you said?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] So it looks like we did get a claim for this state of service, uh, the claim was denied patient wasn't active at the time of service, so that was a denial reason.
[CUSTOMER][NEUTRAL] Mm. Do you know what, um.
[CUSTOMER][NEUTRAL] When her plan turn.
[AGENT][NEUTRAL] It terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can I get a reference number?
[AGENT][NEUTRAL] Yeah, absolutely. Call reference is my name with today's date. My name again is [PII], that's [PII], last initial [PII], and then today's date.
[CUSTOMER][POSITIVE] Alright, thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too. Bye-bye.