AccountId: 011433970860
ContactId: 6ae8a77c-f4ff-4ca8-81b5-adca29eaa804
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 130850 ms
Total Talk Time (AGENT): 60883 ms
Total Talk Time (CUSTOMER): 37568 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/6ae8a77c-f4ff-4ca8-81b5-adca29eaa804_20241230T21:25_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling for claim status.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Miss [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] That's gonna be 219965-5.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] This is for [PII], [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] This is gonna be for [PII] and we billed $243.
[AGENT][NEUTRAL] OK, let me see if I can find this claim, and that was [PII] for 243.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] And Ms. [PII], for future, you can check claim status online through our website at [PII] and that's just optional.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] [PII] what? you repeat it?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, it looks like we received the claim on [PII] and processed [PII] and the claim was denied stating that office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEGATIVE] No coverage, no office coverage, OK.
[AGENT][NEUTRAL] Mm, right.
[CUSTOMER][POSITIVE] Perfect. OK, thank you so much. Have a nice day.
[AGENT][NEUTRAL] You as well. Is there anything else I can help you with today, Ms. [PII]?
[CUSTOMER][POSITIVE] No, that'll do it. Thank you.
[AGENT][POSITIVE] OK, thank you for calling APL. You're welcome. Bye-bye.
[CUSTOMER][NEUTRAL] Bye