AccountId: 011433970860
ContactId: a3380291-fd5d-4996-a6f7-69e7bc31ffde
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 243820 ms
Total Talk Time (AGENT): 121476 ms
Total Talk Time (CUSTOMER): 87032 ms
Interruptions: 3
Overall Sentiment: AGENT=0.4, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/a3380291-fd5d-4996-a6f7-69e7bc31ffde_20250417T13:18_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm trying to check status on um two claims for the same person.
[AGENT][NEUTRAL] OK, I can certainly help with claim status. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] This is [PII].
[AGENT][NEUTRAL] Oh yeah, thank you. What's that policy number we're looking at today?
[CUSTOMER][NEUTRAL] Policy number is 0647476ML8.
[AGENT][NEUTRAL] Thank you, and the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you. Is there a callback number I could have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][POSITIVE] I appreciate that. What date is, well, let's see here [PII].
[CUSTOMER][NEUTRAL] I have 2 data services for this year.
[AGENT][NEUTRAL] OK. And I, I apologize. Could you tell me the policy number again? It's, it's not coming up in my system. You said 06.
[CUSTOMER][NEUTRAL] It's 0647476 ML 8.
[AGENT][NEUTRAL] OK, and how do you spell the patient's last name, please?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you, and her first name?
[CUSTOMER][NEUTRAL] It's um [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK let me see if I can't find it another way because it's the the uh claim number or.
[CUSTOMER][NEUTRAL] Well, yeah, wait, hold on, because I have another card. Hold on. I have another ID 01647.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 476 ML 8.
[AGENT][NEUTRAL] OK, let's see if that doesn't work.
[AGENT][NEUTRAL] OK, here we go. And what is the first date of service for [PII]?
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Um, the first day of service would be [PII].
[AGENT][NEUTRAL] And is there a bill amount that I should look for?
[CUSTOMER][NEUTRAL] 300
[AGENT][NEUTRAL] OK, thank you. Your, your claim number is 357.
[AGENT][NEUTRAL] 126 1.
[CUSTOMER][NEUTRAL] 5.
[CUSTOMER][NEUTRAL] 1261 OK.
[AGENT][NEUTRAL] 3571261. Now, we received that claim, um.
[AGENT][NEUTRAL] On the [PII], we processed it on the [PII], uh but the uh claim, or excuse me, this policy doesn't cover any sort of um
[AGENT][NEGATIVE] Of uh office visit, yeah, so this was denied because um there's just there's just no office visit coverage on the.
[CUSTOMER][NEUTRAL] Office visits.
[CUSTOMER][NEUTRAL] Right, OK.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] OK, so the one for 3, 1025 is probably also.
[AGENT][NEUTRAL] No, I don't have the one for 3:10 yet. Yeah, I don't, I don't have one for 310 yet.
[CUSTOMER][NEGATIVE] Denied because of it.
[CUSTOMER][NEUTRAL] You don't have the 3101.
[AGENT][NEUTRAL] Not yet, um, but it's, uh, actually, it looks like it's been sent in. Yeah. Yeah, it looks like it, let me just see here because it looks like it's already been sent out. It's just it hasn't been processed yet. So just let me look at it really quickly and then we can, um,
[CUSTOMER][POSITIVE] OK, yeah, it's gonna go out soon.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] We just received something on the [PII], so that might be it.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm just waiting for this to.
[AGENT][NEUTRAL] And I do apologize, my computer's just a little bit slow.
[CUSTOMER][POSITIVE] It's OK, no worries.
[AGENT][NEUTRAL] OK, so yeah, that's um anything within a physician's office here is not gonna be covered. So, yeah, you should be getting something for that.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Is there any, anything else I can look at for you, [PII]? Is there anything else at all?
[CUSTOMER][NEUTRAL] No, that's it. Thank you. No, thank you.
[AGENT][POSITIVE] OK, well thanks for contacting you too have a good day.