AccountId: 011433970860
ContactId: 6da5d4f5-35e9-4175-b0ce-af18beaf31a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152229 ms
Total Talk Time (AGENT): 45432 ms
Total Talk Time (CUSTOMER): 63307 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/6da5d4f5-35e9-4175-b0ce-af18beaf31a7_20250501T17:33_UTC.wav
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[AGENT][NEUTRAL] APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I'm calling for claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status today [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 0247
[CUSTOMER][NEUTRAL] 2355 M as in Mary, L as in Larry, 8.
[AGENT][NEUTRAL] And what is the
[AGENT][NEUTRAL] Patient's policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I thought I just gave you that.
[CUSTOMER][NEUTRAL] What did you ask for before?
[AGENT][NEUTRAL] A good callback number?
[CUSTOMER][NEUTRAL] Oh, I'm sorry. The callback number is.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and what's the patient's name and date of birth? I'm sorry, go ahead with the policy number.
[CUSTOMER][NEUTRAL] And the policy number is.
[CUSTOMER][NEUTRAL] OK. And
[CUSTOMER][NEUTRAL] 0247
[CUSTOMER][NEUTRAL] 2355 M as in Mary, L as in Lucy 8
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII]. Excuse me.
[AGENT][NEUTRAL] And tax ID.
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim was denied because the maximum.
[AGENT][NEUTRAL] Uh, for that data service was already paid out to the facility.
[CUSTOMER][NEUTRAL] OK, did they discount it?
[AGENT][NEUTRAL] Um, that would be a ques you mean?
[CUSTOMER][NEUTRAL] To the patient or
[AGENT][NEUTRAL] When you say discount you mean.
[CUSTOMER][NEUTRAL] It usually.
[AGENT][NEUTRAL] With the with the major medical?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Oh, that is a question for the major medical.
[CUSTOMER][NEUTRAL] OK. Some insurance is discounted for the patients. Um, do you have a claim number?
[AGENT][NEUTRAL] Claim number is 3573439.
[CUSTOMER][POSITIVE] OK. And that's it. Well, thank you, [PII] for your assistance. You have a wonderful rest of your day.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][POSITIVE] Thanks bye bye.