AccountId: 011433970860
ContactId: b3a31fe2-5124-441d-8ebd-4f90518e721e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 122580 ms
Total Talk Time (AGENT): 33268 ms
Total Talk Time (CUSTOMER): 50068 ms
Interruptions: 0
Overall Sentiment: AGENT=1.5, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/b3a31fe2-5124-441d-8ebd-4f90518e721e_20250319T18:54_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I need ali status. My name is [PII].
[AGENT][POSITIVE] I'd be happy to assist with claim status today. No, if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] The policy number?
[CUSTOMER][NEUTRAL] Yeah, it's 982.
[CUSTOMER][NEUTRAL] 074.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] And the bill amount is.
[CUSTOMER][NEUTRAL] $101 to 5 cents.
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing the claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Office visits are not covered, am I right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] Claim number is 357-532-7.
[CUSTOMER][NEUTRAL] 357-532-7
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII], may I know the call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][POSITIVE] No, [PII], I'm done. Thank you for assisting me today. Have a wonderful day.
[AGENT][POSITIVE] Thank you for calling APL have a good day.
[CUSTOMER][POSITIVE] Have a good day.