AccountId: 011433970860
ContactId: b5b9894c-d745-4a86-90bd-8a633801c795
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 282209 ms
Total Talk Time (AGENT): 94461 ms
Total Talk Time (CUSTOMER): 63900 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/20/b5b9894c-d745-4a86-90bd-8a633801c795_20250220T16:33_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]. My name is [PII]. I was calling to get claims information on the patient.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today, [PII]. Do you have the patient's policy number?
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] Is it 02545402?
[AGENT][POSITIVE] That sounds right. Let's take a look.
[AGENT][NEUTRAL] Uh, what is the patient name and date of birth, please?
[CUSTOMER][NEUTRAL] First name is [PII] Last name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Perfect thanks so much and then data service?
[CUSTOMER][NEUTRAL] Um, that is [PII].
[AGENT][NEUTRAL] And the build out?
[CUSTOMER][NEUTRAL] It's $10,272 even.
[AGENT][NEUTRAL] Alright, [PII], thank you for your patience on this. So it looks like we did receive a claim for the state of service. Um, it looks like the claim was denied. It looks like the line item stating benefit maximum for the state of service had already been met.
[CUSTOMER][NEUTRAL] When did you receive the claim?
[AGENT][NEUTRAL] Let me see here.
[AGENT][NEUTRAL] Claim was received. It shows [PII] and processed on [PII].
[CUSTOMER][NEUTRAL] OK, because they just mailed another one out on [PII].
[AGENT][NEUTRAL] Yeah there was let's see, let me go back to the claims.
[AGENT][NEUTRAL] There was another one. I did see a duplicate. Let me go back here one sec.
[AGENT][NEUTRAL] OK, so I do show another claim received [PII]. Um, it was denied on [PII], just showing it was a duplicate.
[CUSTOMER][NEUTRAL] OK, so you haven't received the one for this year yet.
[AGENT][NEUTRAL] Yeah, I don't see anything else. No.
[CUSTOMER][NEUTRAL] OK, um, can I confirm the mailing address with you?
[AGENT][POSITIVE] Yeah, absolutely. What do you guys have?
[CUSTOMER][NEUTRAL] We have [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right. I'll give it a little bit more time for you guys to receive that one.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can check on for you, [PII]?
[CUSTOMER][NEUTRAL] No, ma'am. Can I just have the reference number?
[AGENT][NEUTRAL] Absolutely. Call reference is going to be my name with my last initial and then today's date. My name is [PII], last initial is [PII].
[CUSTOMER][NEUTRAL] And do you have the H at the end or no H?
[AGENT][NEUTRAL] Yeah, there's an H at the end.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][POSITIVE] Thank you so much. You have a good rest of the day.
[AGENT][NEUTRAL] You too, [PII], bye bye.