AccountId: 011433970860
ContactId: 7dc33251-ff13-4bf3-b7d5-8d8956975ea6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198550 ms
Total Talk Time (AGENT): 51123 ms
Total Talk Time (CUSTOMER): 54101 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/2025/04/25/7dc33251-ff13-4bf3-b7d5-8d8956975ea6_20250425T22:16_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling regarding the claim status for the number.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. Direct line?
[AGENT][NEUTRAL] OK, do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yes, 902-318.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII] and last name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, it looks like we received that 3-172025. Claim was denied 3-17-2025. Uh, the policy terminated [PII].
[CUSTOMER][NEUTRAL] 1
[AGENT][NEUTRAL] Well, he terminated [PII].
[CUSTOMER][NEUTRAL] [PII], right?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] Could you repeat the date one more time?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, ma'am I have any other insurances there on file?
[AGENT][NEUTRAL] I don't show any other insurance on file.
[CUSTOMER][NEUTRAL] OK. Could you please provide me the claim number?
[AGENT][NEUTRAL] 3576657.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, could you repeat one more time the denied reason for document purpose?
[AGENT][NEUTRAL] The policy was not in effect.
[AGENT][NEUTRAL] Policy is terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much. And could you spell your name?
[AGENT][NEUTRAL] Uh, my name is [PII]. It's [PII]
[CUSTOMER][NEUTRAL] OK, [PII]. Do you have the reference number for this call?
[AGENT][NEUTRAL] Uh, my name and today's date.
[CUSTOMER][POSITIVE] OK, [PII]. Thank you so much for the kind assistance on this call. Have a great day. Take care. Bye-bye. Happy weekend.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good weekend. Bye-bye.