AccountId: 011433970860
ContactId: 8c96f1e6-bfad-428f-ab31-e013acaa54af
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 172960 ms
Total Talk Time (AGENT): 60311 ms
Total Talk Time (CUSTOMER): 59429 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/09/8c96f1e6-bfad-428f-ab31-e013acaa54af_20250509T19:12_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, yeah, hi, I'm [PII]. I'm calling from provider's office regarding claims.
[AGENT][NEUTRAL] OK, I can check on a claim for you. uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] The call back number [PII] with an extension of [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] At you and then uh do you have that?
[CUSTOMER][NEUTRAL] The policy number is going to be 1480435 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] My first name is [PII] and the last name is [PII]. Uh-huh. And the date of birth is going to be [PII].
[AGENT][POSITIVE] Perfect, thank you for verifying that and what was the date of service for this claim?
[CUSTOMER][NEUTRAL] The service is [PII] with the bill amount of $237 even.
[AGENT][NEUTRAL] OK, that was [PII] for $237 is that right?
[CUSTOMER][POSITIVE] Yes, sir. Correct.
[AGENT][POSITIVE] OK, thank you a moment please.
[CUSTOMER][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Meanwhile, can I spell your name with the last name for documentation purpose, please.
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And so we did receive this claim [PII] we were unable, I'm sorry, go ahead.
[CUSTOMER][NEUTRAL] If
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] No, no, can you spell it like uh it's [PII], that's it.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII], and the last name, [PII]?
[AGENT][NEUTRAL] Last is [PII].
[CUSTOMER][POSITIVE] Thank you. That's it. OK, go on.
[AGENT][NEUTRAL] Of course, sure, so we did receive this claim, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm. OK. Could you please like help me uh with the claim number?
[AGENT][NEUTRAL] Of course that is 358-767-2.
[CUSTOMER][NEUTRAL] 6 it's 358-7672. Am I right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] That's all the information I need. Thank you for assistance. Bye for now.
[AGENT][POSITIVE] Oh thanks for calling APL you too bye bye.