AccountId: 011433970860
ContactId: a2924b38-7b79-4a0c-8fbb-ee95a3c3033b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 113959 ms
Total Talk Time (AGENT): 28719 ms
Total Talk Time (CUSTOMER): 37317 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/a2924b38-7b79-4a0c-8fbb-ee95a3c3033b_20250409T18:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] at Mercy, and I'm sorry, I didn't catch your name.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling to get some information on a claim denial, please.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the policy number of the patient?
[CUSTOMER][NEUTRAL] 01969566
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] And what was that date of service?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $189.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And you just need claim status correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like.
[AGENT][NEUTRAL] Um, office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Under policy, OK.
[CUSTOMER][NEUTRAL] I will take it from here and do you have a reference number for the call?
[AGENT][NEUTRAL] Um, it's just my name and today's date.
[CUSTOMER][POSITIVE] All right, [PII], thank you so much and have a great day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great day too.
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] Right