AccountId: 011433970860
ContactId: 635a4cb4-5fbc-4eff-aa9e-a132509b8e06
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 118489 ms
Total Talk Time (AGENT): 40839 ms
Total Talk Time (CUSTOMER): 42868 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/635a4cb4-5fbc-4eff-aa9e-a132509b8e06_20250220T19:36_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] My name is [PII]. I'm calling from Clay County Medical Center to check the status of a claim for a patient.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back room for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01666511
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII]
[AGENT][NEUTRAL] Data service for the claim?
[CUSTOMER][NEUTRAL] [PII] $298 even.
[AGENT][POSITIVE] Thank you for that information, one moment.
[CUSTOMER][NEUTRAL] Well
[AGENT][NEUTRAL] OK, I'm showing the claim was denied because it's not a covered expense on the policy.
[CUSTOMER][NEUTRAL] And is this like a supplement um policy?
[AGENT][NEUTRAL] Um, it's not a supplemental, it's a limited benefit hospital indemnity plan, so it's not a major medical plan.
[CUSTOMER][NEUTRAL] Or
[CUSTOMER][NEUTRAL] And what was that claim number?
[AGENT][NEUTRAL] A claim number is 3508389.
[CUSTOMER][NEUTRAL] OK, and do you 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] OK.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You do the same.