AccountId: 011433970860
ContactId: b0076444-bf27-4924-ba4a-dccb5b5756c6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185889 ms
Total Talk Time (AGENT): 68430 ms
Total Talk Time (CUSTOMER): 87570 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/b0076444-bf27-4924-ba4a-dccb5b5756c6_20250227T17:42_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], good morning. My name is [PII] and initial to my last name is [PII]. Uh, would you mind helping us out regarding the claim, please?
[AGENT][NEUTRAL] Sure, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. It's [PII] [PII].
[AGENT][NEUTRAL] Got it, thank you. And then, uh, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, just a second. All right. That is 02446024, M for Mary, L for Lima, and the number 8.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, and then uh what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's [PII] or [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII]. Uh, what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] Yep, it's $345.08.
[AGENT][POSITIVE] Got it thank you one moment.
[AGENT][NEUTRAL] OK, so we did receive this claim queries. We were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Uh, may I know the, uh,
[CUSTOMER][NEUTRAL] Patient's um policy or that means the uh office visit doesn't cover by their benefit plan. Is that what you meant?
[AGENT][NEUTRAL] Right, for this policy, yes.
[CUSTOMER][NEUTRAL] Uh, may I know the patient's benefit plan?
[AGENT][NEUTRAL] This is a secondary medical policy, uh, supplemental.
[CUSTOMER][NEUTRAL] Alright, so for secondary office visits are not um covered, OK? By any chance is there a, uh, uh, sorry, uh, by any chance there a claim number generated for this one?
[AGENT][NEUTRAL] For this policy.
[AGENT][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] Yes, uh, let me know when you're ready for that.
[CUSTOMER][NEUTRAL] Go ahead, please.
[AGENT][NEUTRAL] That is 356-721-2.
[CUSTOMER][NEUTRAL] Thank you and sorry I didn't catch the date when did you receive and process the claim?
[AGENT][NEUTRAL] Sure, this claim was received [PII], and it was processed [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I guess that would be all. And do you provide a reference number for the call, please, before I let you go?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Um so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] Uh, no, that will be all. Thank you so much for assisting me. I hope you have a great day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Thank you for calling APL you too bye bye.
[CUSTOMER][NEUTRAL] Bye for now.