AccountId: 011433970860
ContactId: 7eb18f09-b7c4-4eb5-9d90-3cd0a4e9ccc5
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154460 ms
Total Talk Time (AGENT): 37395 ms
Total Talk Time (CUSTOMER): 41263 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/7eb18f09-b7c4-4eb5-9d90-3cd0a4e9ccc5_20250509T16:40_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]. This is [PII]. I'm calling from Crian Clinic. How are you?
[AGENT][POSITIVE] Good, how are you?
[CUSTOMER][POSITIVE] Doing good. I just wanna call to check the status of a claim for a patient, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Do you have a good callback number, [PII]?
[CUSTOMER][NEUTRAL] My direct number is [PII].
[AGENT][NEUTRAL] OK, do you have the policy number for that patient?
[CUSTOMER][NEUTRAL] 024909997
[AGENT][NEUTRAL] OK, thank you. And do you have the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] And what was the bill, uh, date of service and bill charges?
[CUSTOMER][NEUTRAL] Data service is 9-11-2024 and the amount of $450.
[AGENT][NEUTRAL] Get that pulled up.
[AGENT][NEUTRAL] OK, let's see
[AGENT][NEUTRAL] Uh, looks like the original claim was received 10-8-24.
[AGENT][NEUTRAL] Uh, it was processed on 10-11-24.
[AGENT][NEUTRAL] Yeah, let me see what.
[AGENT][NEGATIVE] Uh, we denied the 450 cause there's no benefits for doctor and patient visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] No, uh, inpatient coverage.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, I will get that corrected in our system, and [PII], do you have a good call reference number or use your name in today's date?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][POSITIVE] All right, I appreciate your help with this. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too.