AccountId: 011433970860
ContactId: 99c99cf5-f299-473b-9bcb-a5105866931a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 160119 ms
Total Talk Time (AGENT): 40500 ms
Total Talk Time (CUSTOMER): 72350 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/30/99c99cf5-f299-473b-9bcb-a5105866931a_20250530T18:00_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, [PII]. I am [PII] calling from provider's office. I have called you to collect information regarding a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yeah. Policy number is 01851715.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] That
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. I'm showing claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] What is the claim number?
[AGENT][NEUTRAL] Claim number is 360-1685.
[CUSTOMER][NEUTRAL] Receive date of this claim.
[AGENT][NEUTRAL] Claim was received on [PII]. Claim denied on [PII].
[CUSTOMER][NEUTRAL] the seat.
[CUSTOMER][NEUTRAL] OK, and uh
[CUSTOMER][NEUTRAL] Reason of the denial is.
[AGENT][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Office visits are not covered under the policy.
[CUSTOMER][POSITIVE] OK, thank you for that information and uh
[CUSTOMER][NEUTRAL] Can you provide me with 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] My name is [PII].
[CUSTOMER][NEUTRAL] Last name [PII]?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, and time of date and time of the call, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, thank you for that information. Yeah, that was the only claim I called to collect the information.
[AGENT][POSITIVE] Thank you for calling APO you have a good day.
[CUSTOMER][POSITIVE] Thank you for calling
[CUSTOMER][NEUTRAL] You