AccountId: 011433970860
ContactId: 6b0e80a5-2bc3-49c0-bd13-9dd6006fdffd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154539 ms
Total Talk Time (AGENT): 41819 ms
Total Talk Time (CUSTOMER): 38388 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/28/6b0e80a5-2bc3-49c0-bd13-9dd6006fdffd_20250428T20:09_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm checking on the claim.
[AGENT][NEUTRAL] I can help you with claim status. Do you have the policy number?
[CUSTOMER][NEUTRAL] OK, it's 359-49. I'm, I'm sorry, that's the that's the claim number. The policy number is 254-585-1.
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] And then what's a good call back number in case our call gets dropped?
[CUSTOMER][NEUTRAL] Sure, [PII].
[AGENT][NEUTRAL] OK, are you the insured or calling from a provider's office?
[CUSTOMER][NEUTRAL] I am the insured and I'm my husband. I have, I have a claim in for my husband [PII].
[AGENT][NEUTRAL] OK. And then can you verify your first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And then can you verify your husband's as well?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] OK, perfect. Thank you.
[CUSTOMER][NEUTRAL] And I have a claim number if you want that.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] 35359-4923
[AGENT][POSITIVE] OK, perfect.
[AGENT][NEUTRAL] OK. So it looks like your claim was denied.
[AGENT][NEUTRAL] Because we are needing an itemized statement.
[AGENT][NEUTRAL] Of the charges, diagnosis code, and procedure codes.
[AGENT][NEUTRAL] So an explanation of benefits is what we're waiting on.
[CUSTOMER][NEUTRAL] No, we got, we got the disk.
[CUSTOMER][NEUTRAL] We got the disc