AccountId: 011433970860
ContactId: 8d8aafd6-96d7-4793-9b80-ef036a4852fd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144270 ms
Total Talk Time (AGENT): 43615 ms
Total Talk Time (CUSTOMER): 56076 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/03/8d8aafd6-96d7-4793-9b80-ef036a4852fd_20250403T16:34_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, [PII]. My name is [PII]. I just wanted to check on a claim status for a member.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, it will be [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number 023.
[CUSTOMER][NEUTRAL] 57
[CUSTOMER][NEUTRAL] 209.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's first name will be [PII]. Last name will be [PII].
[CUSTOMER][NEUTRAL] And date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] It will be [PII].
[AGENT][NEUTRAL] And the tax ID.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing the claim was denied because we need the EOB from the primary insurance.
[CUSTOMER][NEUTRAL] Give me a
[CUSTOMER][NEUTRAL] What will be the claim number?
[AGENT][NEUTRAL] Claim number is 356-7928.
[CUSTOMER][NEUTRAL] Receive date of claim.
[AGENT][NEUTRAL] Claim was received on [PII]. Claim denied on [PII].
[CUSTOMER][NEUTRAL] You want
[CUSTOMER][NEUTRAL] OK. What will be the call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh, [PII], one more question for this member. Actually, uh, as I'm seeing, the member has only
[CUSTOMER][NEUTRAL] Uh, member has this plan as the primary, right, on your side.
[AGENT][NEUTRAL] No, we're um not the primary we're the secondary, so you'll need to contact the member to see who their primary is.
[CUSTOMER][POSITIVE] OK. Thank you, [PII]. So that will be all then. Thank you so much for your help.
[AGENT][POSITIVE] Thank you for calling APO have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.