AccountId: 011433970860
ContactId: 81c505e1-22d2-4d14-9e82-cba45f09aebd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216820 ms
Total Talk Time (AGENT): 56449 ms
Total Talk Time (CUSTOMER): 49604 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/24/81c505e1-22d2-4d14-9e82-cba45f09aebd_20250624T13:08_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, very good morning, sir. My name is [PII] calling in from Doctor [PII] Nora provider's office regarding the claims follow-up.
[AGENT][POSITIVE] OK. Happy to check on a claim for you today. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yes, please. Uh, give me one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] You
[CUSTOMER][POSITIVE] OK. It's loading now. I will be able to provide you the details now.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] So the member's ID number is 2201425.
[AGENT][NEUTRAL] One moment.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] What is the data service?
[CUSTOMER][NEUTRAL] [PII] 2024 $160.
[CUSTOMER][NEUTRAL] Uh, may I also know your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII]
[CUSTOMER][POSITIVE] Oh, thank you.
[AGENT][NEUTRAL] OK, so we received a claim on.
[AGENT][NEUTRAL] It looks like [PII].
[AGENT][NEUTRAL] The claim was processed [PII]. Claim was denied, office visits are not covered under the member's policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Office visits are not covered under the patient.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] Uh, can you tell me the patient plan name?
[AGENT][NEUTRAL] We are the members secondary insurance. This is a Medlink plan.
[CUSTOMER][POSITIVE] All right. Thank you so much. Uh, may I please have the claim number?
[AGENT][NEUTRAL] Claim number is 3614923.
[CUSTOMER][NEUTRAL] OK, and the call reference for.
[AGENT][NEUTRAL] Call references my name with today's date.
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I really appreciate all the information you shared today and I wish you a great evening.
[AGENT][POSITIVE] You as well. Take care. Bye-bye.