AccountId: 011433970860
ContactId: 5ecc4750-62b9-4750-8774-264403ba0fa7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144509 ms
Total Talk Time (AGENT): 35650 ms
Total Talk Time (CUSTOMER): 68972 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/5ecc4750-62b9-4750-8774-264403ba0fa7_20250509T15:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling because I wanted to check the status of a claim for a patient.
[AGENT][POSITIVE] I'd be happy to assist with claims Saturday night if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Sure, of course. It's going to be [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] It is 01940423.
[AGENT][NEUTRAL] 0194 0423.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Date of service [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Tax ID [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] I'm showing the claim was denied because office visits are not covered under the policy.
[CUSTOMER][NEGATIVE] Claim denied because office visits are not covered under the policy.
[AGENT][POSITIVE] Hm, that's correct.
[CUSTOMER][NEUTRAL] OK, give me one moment, I'm just typing that out because the office.
[CUSTOMER][NEUTRAL] Visits
[CUSTOMER][NEGATIVE] are not covered.
[CUSTOMER][NEUTRAL] Under policy, OK, um, if I could have a call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, no, [PII], today's date, which was, oh, the [PII] already [PII], and then the time of the call we would say [PII].
[AGENT][NEUTRAL] Uh, we're central, so it's [PII].
[CUSTOMER][POSITIVE] So it's [PII]. OK. Uh, you're on Central. OK. So, I am all good to go. Thank you so much, [PII]. You have a great day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][NEUTRAL] You too. Bye bye.
[AGENT][NEUTRAL] Bye-bye.