AccountId: 011433970860
ContactId: a5dbfdfa-7218-436f-af28-e271e13bc915
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170440 ms
Total Talk Time (AGENT): 72559 ms
Total Talk Time (CUSTOMER): 81261 ms
Interruptions: 1
Overall Sentiment: AGENT=0.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/30/a5dbfdfa-7218-436f-af28-e271e13bc915_20250430T13:32_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling ATO Thistle. How may I assist you?
[CUSTOMER][NEUTRAL] But.
[CUSTOMER][NEUTRAL] Hi, I'm calling from, um, Vitoed Group Holdings in reference to a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims. So may I have your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[CUSTOMER][NEUTRAL] Maybe she was calling very early.
[AGENT][NEUTRAL] May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] So you're calling from Vital MD?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you, Miss [PII]. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] 02094963 M like in Mary L like in Larry 8 the number 8.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] The phone that is that is good.
[AGENT][NEUTRAL] OK. May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], date of birth is [PII]. After all the claims are paid, um, we will initiate the process for our corporate office to send you a check. I need to confirm your address and then.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. All right. And what is the date of service and the amount of the claims?
[CUSTOMER][NEUTRAL] Data service is for 314-2025 dollar amount is $300.
[AGENT][NEUTRAL] OK, great. Let me see if I can find this claim. And for future, you can check the status online through our website at [PII] and that's just optional.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, so let me put this on.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, let me put you, let me put, yeah, let me put you on a speaker. Let me put you on hold one second, OK, hold on, let me.
[AGENT][NEUTRAL] All right, so it looks like we received the claim on [PII], processed [PII].
[AGENT][NEUTRAL] The claim was denied, stating that office visits are not covered by the policy.
[CUSTOMER][NEUTRAL] OK, and can I get a call reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][NEUTRAL] OK, I'm sorry and your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII].
[CUSTOMER][POSITIVE] Thank you so much you have a good day.
[AGENT][NEUTRAL] You're welcome, Miss [PII] US phone. Thank you for calling AP.
[CUSTOMER][NEUTRAL] Bye bye.