AccountId: 011433970860
ContactId: ac434874-c459-433c-94dc-f5ab6a2e9aad
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 131000 ms
Total Talk Time (AGENT): 37904 ms
Total Talk Time (CUSTOMER): 78935 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/ac434874-c459-433c-94dc-f5ab6a2e9aad_20250424T20:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII] speaking. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] from the care team, and I have a a special broker on the line. Her name is [PII]. She's from the Danny Reams office.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, [PII] told me to transfer you over so that.
[CUSTOMER][NEUTRAL] Uh, they could, you guys could go over the codes and like in more detail for her claims since she's a special broker.
[AGENT][NEUTRAL] OK, uh, what's the policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I have policy 260.
[CUSTOMER][NEUTRAL] 5156
[CUSTOMER][NEUTRAL] And this is for the insured and she gave me a claim number 359.
[CUSTOMER][NEUTRAL] 222 8
[CUSTOMER][NEUTRAL] And under that claim number it looks like we paid 300 for an X-ray and she knows that she wants to know why the the office visit is not covered. This is for.
[CUSTOMER][NEUTRAL] A chiropractic office.
[AGENT][NEUTRAL] OK, and it's for [PII], right?
[AGENT][NEUTRAL] By the right person?
[CUSTOMER][NEUTRAL] It's, oh yes, ma'am. That's for the policy, yeah. And this is [PII], but it looks like she hung up. Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK sorry.
[AGENT][NEUTRAL] Right, [PII].
[AGENT][NEUTRAL] Uh oh, do you have a phone number I'll call her back?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and did she verify the information?
[AGENT][NEUTRAL] For the patient, you did.
[CUSTOMER][NEUTRAL] She did, yes, she verified.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm, she did.
[AGENT][POSITIVE] Alright, I'll give her a call back, uh, [PII] at that number you provided me and see if I can help her, OK?
[CUSTOMER][NEUTRAL] OK. OK.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][NEUTRAL] You're welcome, [PII].
[AGENT][POSITIVE] Thank you. Have a good day. Bye bye.
[CUSTOMER][POSITIVE] OK. Thanks. Bye.
[CUSTOMER][NEUTRAL] You too. Bye.