AccountId: 011433970860
ContactId: 9af37561-3811-4514-a5be-dd493a71d609
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 264579 ms
Total Talk Time (AGENT): 32161 ms
Total Talk Time (CUSTOMER): 56755 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/9af37561-3811-4514-a5be-dd493a71d609_20250625T20:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is, yeah, hi, my name is [PII] and I'm calling from the provider's office and I'm here for claims information.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII] with extension 7401.
[AGENT][NEUTRAL] The policy number of the patient?
[CUSTOMER][NEUTRAL] Policy number for the patient is
[CUSTOMER][NEUTRAL] 02044897.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, patient first name is [PII]. Last name is [PII]. Date of birth gonna be.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] The date of service and bill charges.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just one sec.
[CUSTOMER][NEUTRAL] Date of service, [PII].
[CUSTOMER][NEUTRAL] Total summit charges.
[CUSTOMER][NEUTRAL] $173 even.
[AGENT][NEUTRAL] OK, it looks like we received the claim on.
[AGENT][NEUTRAL] 429, 25.
[AGENT][NEUTRAL] Process 4:30 [PII].
[AGENT][NEUTRAL] Office visits are not covered under the patient policy.
[AGENT][NEGATIVE] And service is not covered when performed in doctor's office.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] What is the claim number?
[AGENT][NEUTRAL] 3595586.
[CUSTOMER][NEUTRAL] 3595586, correct?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] What is our call reference number?
[AGENT][NEUTRAL] My name is [PII] and today's date.
[CUSTOMER][NEUTRAL] All right. And just allow me a sec.
[CUSTOMER][NEUTRAL] Just a sec.
[CUSTOMER][POSITIVE] All right. Yeah. So that is all from my side for today. Thanks, thanks for your help.
[AGENT][POSITIVE] Hi, thanks for calling APL. Have a good day.