AccountId: 011433970860
ContactId: a6c016af-e4db-41ef-ba12-28722c7b491d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 164759 ms
Total Talk Time (AGENT): 88726 ms
Total Talk Time (CUSTOMER): 50484 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/a6c016af-e4db-41ef-ba12-28722c7b491d_20250210T13:54_UTC.wav
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[AGENT][NEUTRAL] Good Morning. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm with Ensemble, and I wanted to check the status of a claim for a patient, please.
[AGENT][POSITIVE] Well [PII], I'll be glad to help you. Go ahead and give me your policy number, please, ma'am.
[CUSTOMER][NEUTRAL] My phone number?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] [PII] and that's a direct line.
[AGENT][POSITIVE] Alright, [PII], thank you for that information. I'll go ahead with the policy number, please.
[CUSTOMER][NEUTRAL] It is 02458509.
[AGENT][POSITIVE] Alrighty, [PII], thank you so much for that information. Let's see, get that pulled up for you and your patient's name and date of birth today.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] Well, it looks like Crystal is being insured on this medical supplemental plan, and you did say you want to check status of a claim. Is that correct, [PII]?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Data service please ma'am.
[CUSTOMER][NEUTRAL] 725 2024 and the billed amount of 155.
[AGENT][NEUTRAL] Alright, let's see what I can find. 725 for 155.
[AGENT][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Yeah, looks like I see that that is for an office visit. Is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Yes, ma'am, office visits are not covered under this plan.
[AGENT][NEUTRAL] And that claim was denied, so you have not received that ELB. You want me to fax you one over [PII]?
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] Uh yes, please, if you could.
[AGENT][NEUTRAL] I sure can. Go ahead and give me a good fax number.
[CUSTOMER][NEUTRAL] My fax number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] I'm gonna repeat that fax number but make sure that I wrote this down correctly. That's um area code [PII]. Was that the correct fax number?
[CUSTOMER][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] OK, give me about 5 minutes, [PII], and I'll get that ELB faxed over to you and is that all that I can help you with today?
[CUSTOMER][NEUTRAL] Yeah, and I'm sorry, what was your name again?
[AGENT][NEUTRAL] My name is [PII]. That's [PII]
[CUSTOMER][NEUTRAL] Alright, and is there a call reference number just use your name in today's date?
[AGENT][NEUTRAL] Yes, ma'am. Today's date in my name, yes, ma'am.
[CUSTOMER][POSITIVE] All right. I appreciate your help today. You have a good one.
[AGENT][POSITIVE] Well, you as well, [PII] and thanks for calling APL. Bye-bye.