AccountId: 011433970860
ContactId: 5d762b2f-13e0-4f2e-a7b6-892e6a6094e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184250 ms
Total Talk Time (AGENT): 73374 ms
Total Talk Time (CUSTOMER): 84636 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/5d762b2f-13e0-4f2e-a7b6-892e6a6094e9_20250110T17:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, this is [PII] calling from Bo's office to check on claim status.
[AGENT][NEUTRAL] OK, [PII], can I get a callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII], can I get the policy number, please?
[CUSTOMER][NEUTRAL] Sure. The policy number is 01611664 M as in Mike L as in
[CUSTOMER][NEUTRAL] Lima 8.
[AGENT][NEUTRAL] OK, thank you, [PII]. Can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][POSITIVE] Mm yes, that is correct.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII], but the amount is $360 even.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, um let's see, I do have a claim number for you?
[CUSTOMER][NEUTRAL] Yes
[AGENT][NEUTRAL] Let me know when you're ready.
[CUSTOMER][NEUTRAL] I mean.
[CUSTOMER][POSITIVE] Yeah. I'm ready.
[AGENT][NEUTRAL] OK, it's 33546754.
[CUSTOMER][NEUTRAL] those
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] Um, that claim.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Was received on [PII].
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was processed on [PII] and it did deny as office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] So therefore it's not covered under the policy.
[CUSTOMER][NEUTRAL] OK. Uh, and can you repeat the claim number, please?
[AGENT][NEUTRAL] It's 354-67554.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] As for patients plan, uh, the office visits are not covered.
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And can you send the UV through fax?
[AGENT][NEUTRAL] Uh yes, sir. What is your fax number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Attention [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Yeah, you can mention my name.
[AGENT][NEUTRAL] OK, is there anything else I can help you with today?
[CUSTOMER][NEUTRAL] Uh, no. Thank you. And can you spell your name?
[AGENT][NEUTRAL] It's [PII] and that's actually gonna be the call reference number, so it'd be [PII] with the first initial to my last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Thank you for rest day. Bye-bye.
[AGENT][POSITIVE] OK, well thank you for calling APL you have a great day bye bye.