AccountId: 011433970860
ContactId: 63e19763-8a6d-4e05-ab6e-6ce4c4b1c95f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 183119 ms
Total Talk Time (AGENT): 43351 ms
Total Talk Time (CUSTOMER): 74879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/63e19763-8a6d-4e05-ab6e-6ce4c4b1c95f_20250509T19:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Yeah, [PII]. Hi, this is [PII] calling from provider office. Before that, this call is being recorded for quality and training purpose. Is it OK with you, [PII]?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Thanks. Yeah, I have a claim which is denied, so I have a specific question on that claim.
[AGENT][NEUTRAL] OK, and could I get your name again? I missed it.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] is spelled as [PII].
[AGENT][NEUTRAL] OK, and do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And you have the claim number?
[CUSTOMER][NEUTRAL] Sorry?
[AGENT][NEUTRAL] The claim number?
[CUSTOMER][NEUTRAL] Yeah, the claim number is
[CUSTOMER][NEUTRAL] 08072024. X as in X-ray N as in November, K as in Kilo, 0114.
[AGENT][NEUTRAL] Um, that's not one of our claim numbers.
[AGENT][NEUTRAL] Did you say you had a denied claim?
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] OK, can you check with the date of service?
[AGENT][NEUTRAL] You have a policy number?
[CUSTOMER][NEUTRAL] Yeah, 001896147.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Um, it looks like to for claim status you'll need to contact web TPA. I can transfer you over there and give you, give them, give you their number as well.
[CUSTOMER][NEUTRAL] OK. I have to contact the TPA.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. You can provide me the call number and I have a one more claim for American Public Life Insurance, right?
[AGENT][NEUTRAL] OK. The number is [PII].
[AGENT][NEUTRAL] 9458.
[CUSTOMER][POSITIVE] OK. Thanks.
[AGENT][NEUTRAL] And the other policy?
[CUSTOMER][NEUTRAL] Yeah, wait a minute.
[CUSTOMER][NEUTRAL] The other policy number is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, that's not one of our policy numbers.
[AGENT][NEUTRAL] Do you have any other number or?
[CUSTOMER][NEUTRAL] OK. This is not for.
[AGENT][NEUTRAL] Last name?
[CUSTOMER][NEUTRAL] No, no, that, that's it. You can provide me the call reference number.
[AGENT][NEUTRAL] Um, reference number is my name, [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thanks for helping.