AccountId: 011433970860
ContactId: 792519f8-bb22-4890-a525-8191716a141b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108139 ms
Total Talk Time (AGENT): 41202 ms
Total Talk Time (CUSTOMER): 59688 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/792519f8-bb22-4890-a525-8191716a141b_20250402T19:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon, thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], it's [PII].
[AGENT][NEUTRAL] Hi.
[CUSTOMER][NEUTRAL] I need a provider online for claim status on policy number 212.
[AGENT][NEUTRAL] Wait, hold on one second. Let me get to it.
[AGENT][NEUTRAL] OK, you said 212.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 3554
[AGENT][NEUTRAL] On a [PII].
[CUSTOMER][NEUTRAL] Yeah, for [PII]. Um, the provider claim is 3581844.
[CUSTOMER][NEGATIVE] And they received a duplicate denial.
[AGENT][NEUTRAL] OK, let's see.
[CUSTOMER][NEUTRAL] But it's, you know, I.
[AGENT][NEUTRAL] For the 224 data service.
[CUSTOMER][NEUTRAL] Yeah, so
[CUSTOMER][NEUTRAL] This is the 2nd time today that this has come up. I mean, I can't.
[CUSTOMER][NEUTRAL] Share the insured's information on that claim.
[AGENT][NEUTRAL] Right, so it looks like the first thing that.
[CUSTOMER][NEUTRAL] But why would it be
[CUSTOMER][NEUTRAL] Did not just a duplicate.
[AGENT][NEGATIVE] It wouldn't be. It was denied incorrectly.
[AGENT][NEUTRAL] You need to be reprocessed by the examiner.
[CUSTOMER][NEUTRAL] And this is the 2nd time today I've been.
[CUSTOMER][NEGATIVE] I've, I've dealt with this issue.
[AGENT][NEGATIVE] Yeah, yeah, it has to be reprocessed. It was denied incorrectly to the provider.
[AGENT][NEUTRAL] Because this is the first claim from the provider.
[CUSTOMER][NEUTRAL] Oh gosh, OK. I just wanted to make sure cause I, you know, I can't tell her if it was paid or denied, you know.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Right, yeah, it needs to be reprocessed.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, I'll put it in the hub. That's what I needed to know.
[AGENT][NEUTRAL] OK dokey.
[CUSTOMER][POSITIVE] All right, thank you, appreciate it. Have a good day. Bye-bye.
[AGENT][POSITIVE] Uh-huh, you're welcome.
[AGENT][NEUTRAL] You too bye.