AccountId: 011433970860
ContactId: a54e3b57-4dd1-4e1d-90a9-020851fc33ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 140509 ms
Total Talk Time (AGENT): 39120 ms
Total Talk Time (CUSTOMER): 55005 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/a54e3b57-4dd1-4e1d-90a9-020851fc33ac_20250407T17:18_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] and I'm just calling on an outstanding insurance 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] Yeah, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Uh, the policy number is.
[CUSTOMER][NEUTRAL] Let me look here, uh, 16703.
[AGENT][NEGATIVE] That doesn't sound right.
[AGENT][NEUTRAL] Do you have a social?
[CUSTOMER][NEUTRAL] It is uh
[CUSTOMER][NEUTRAL] I have an ID number [PII].
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] I don't
[CUSTOMER][NEUTRAL] What your charge.
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Uh, date of birth is [PII].
[AGENT][NEUTRAL] And what's the date of service for the claim?
[CUSTOMER][NEUTRAL] Uh, it is going to be on, let me just take a quick peek here, [PII].
[AGENT][POSITIVE] Thank you for that information.
[CUSTOMER][NEUTRAL] Uh, and there's 2 claims. Thank you.
[AGENT][NEUTRAL] You said 2 claims?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] Same data service or are you saying two separate codes on the same data service?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Uh, same
[CUSTOMER][NEUTRAL] Uh, same data service, two different claims. One is gonna be for, um, uh, root canal on number 7, and one is gonna be for crown and build up on number 7.
[AGENT][NEGATIVE] OK, so I'm showing this claim actually denied because there was no coverage at the time of service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Well, there we go.
[CUSTOMER][NEUTRAL] Um, may I get a 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 can assist with today?
[CUSTOMER][POSITIVE] Yeah, thank you so much.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.