AccountId: 011433970860
ContactId: 79d935c8-8b68-4ba8-b1ff-e0f70170d30f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152470 ms
Total Talk Time (AGENT): 52234 ms
Total Talk Time (CUSTOMER): 41400 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/79d935c8-8b68-4ba8-b1ff-e0f70170d30f_20250327T13:39_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Um, my name is [PII]. I am calling um to get some clarification on a claim that denied.
[AGENT][NEUTRAL] OK, [PII], I can help you with the um clarification on that. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, it's 022.
[CUSTOMER][NEUTRAL] 879977
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth.
[CUSTOMER][NEUTRAL] I have [PII], [PII], sorry.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have that date of service?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And what were the bill charges?
[CUSTOMER][NEUTRAL] $127.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like was that for an office visit.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, looks like.
[AGENT][NEGATIVE] Looks like that was denied. We actually, we cover treatment and procedures in office, just not the actual office visit itself.
[CUSTOMER][NEUTRAL] OK, so would that be patient responsibility?
[AGENT][NEUTRAL] Um, we don't determine patient responsibility as we're a supplemental secondary policy, um, but under this policy, that is not covered, so.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right. Thank you.
[AGENT][NEUTRAL] OK, is there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, do you have a reference number?
[AGENT][NEUTRAL] Uh, sure, it's, uh, my first name and last initial. It's [PII], and then last initial is [PII], and then today's date.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] OK, thank you for calling APL have a great day.
[CUSTOMER][NEUTRAL] You too. Bye.
[AGENT][NEUTRAL] Bye.