AccountId: 011433970860
ContactId: 98d43e11-511d-48b7-87df-4431a0866111
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 138660 ms
Total Talk Time (AGENT): 49847 ms
Total Talk Time (CUSTOMER): 62960 ms
Interruptions: 3
Overall Sentiment: AGENT=0.9, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/98d43e11-511d-48b7-87df-4431a0866111_20250203T13:27_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Yes, I'm sorry, what's your name again?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from provider's office, and I'm calling to see if you guys received the claim and if y'all did, what's the status of it?
[AGENT][POSITIVE] Ladies, can I have a call back number for you and that policy number, and I'll be able to assist you.
[CUSTOMER][NEUTRAL] Yeah, call back is [PII] and the policy number is 2556438.
[AGENT][NEUTRAL] What's the member's name and date of birth?
[CUSTOMER][NEUTRAL] His name is [PII] [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the data service?
[CUSTOMER][NEUTRAL] Um, the service is 11:22, 24 for 354 even.
[CUSTOMER][NEUTRAL] believe this is Beyonce first.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] Procedure code 9921419.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEGATIVE] Stated you're calling to verify the status of a claim. This claim was denied. We received it [PII]. It was processed [PII]. There was no payment made on this claim because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, can I get the claim number?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] The claim number is.
[CUSTOMER][POSITIVE] Good morning.
[AGENT][NEUTRAL] 3541906
[CUSTOMER][NEUTRAL] It's 3541906? OK, perfect. And can I get a call reference please?
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] Is there anything else that I can assist you with? We don't provide those data. You can use my name in today's date as a reference.
[CUSTOMER][POSITIVE] Just a call reference. OK, alright, thank you so much. No, that'll be it.
[AGENT][POSITIVE] You're welcome. Is there anything else that I can assist you with today?
[AGENT][POSITIVE] Thanks for calling APL and have a great day. Bye bye.
[CUSTOMER][POSITIVE] You too thank you bye bye.