AccountId: 011433970860
ContactId: aa414365-11f3-4040-9b2e-55baa77d558e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 108089 ms
Total Talk Time (AGENT): 43828 ms
Total Talk Time (CUSTOMER): 45007 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/aa414365-11f3-4040-9b2e-55baa77d558e_20250513T14:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] on the care team. I've got a broker on the line who I verified. They're wanting to check claim status on one of their, um, one of our members and, uh, so I, I'm not sure what's required on the claim. I was gonna see if you can help them.
[AGENT][NEUTRAL] What's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 24497006.
[AGENT][NEUTRAL] And who is the claim for?
[CUSTOMER][NEUTRAL] The claims for [PII].
[AGENT][NEUTRAL] OK, and they're just checking on the status of the claim?
[CUSTOMER][NEUTRAL] Yeah, I, I, I see the denial reason for 357651-0, but I don't understand what's required because I see the form.
[AGENT][NEUTRAL] Let me pull it up. Give me one moment.
[CUSTOMER][NEUTRAL] Attached to the claim so I don't know what do we.
[AGENT][NEUTRAL] See what we, what we got in.
[AGENT][NEUTRAL] OK, so it looks like they needed the enclosed claim form completed on that one. So looks like we must have received it. There was a benefit issued under claim 3592793 for those dates. That was on that denial claim from dates of service of [PII] up until.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] [PII], that claim was processed. Looks like a benefit was issued for 1300.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, OK, perfect. OK, uh, she was calling on the denial, so I was looking at those. OK, perfect, thank you so much.
[AGENT][POSITIVE] Yeah. Oh, you're welcome.
[CUSTOMER][POSITIVE] Thank you, bye bye.
[AGENT][NEUTRAL] Bye.