AccountId: 011433970860
ContactId: b61c37ba-8d77-40e4-9a9d-495dfb7479cd
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 117739 ms
Total Talk Time (AGENT): 53254 ms
Total Talk Time (CUSTOMER): 33998 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=1.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/b61c37ba-8d77-40e4-9a9d-495dfb7479cd_20250326T15:09_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] just the initials [PII] and [PII], and I am calling to verify or check on the status of a claim, please.
[AGENT][NEUTRAL] I can help with the with the claim status [PII]. What's the policy number that we're looking at today?
[CUSTOMER][NEUTRAL] 1954065.
[AGENT][NEUTRAL] Thank you. And the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] I do appreciate that. Is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] That's a direct line.
[AGENT][NEUTRAL] Thank you. And what date of service were we looking for [PII]?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] And is there a particular building house?
[CUSTOMER][NEUTRAL] $642.
[AGENT][NEUTRAL] Thank you. Your claim number is 34.
[AGENT][NEUTRAL] 97
[AGENT][NEUTRAL] 689.
[AGENT][NEUTRAL] And it looks like we received your claim.
[AGENT][NEUTRAL] I can find it here.
[AGENT][NEUTRAL] All right.
[AGENT][NEGATIVE] We received a claim on the [PII] and we processed it on the [PII]. Now the policy does not cover.
[AGENT][NEUTRAL] Anything within the physician's office.
[AGENT][NEUTRAL] The only thing it covers is uh is uh um hospital.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK. All right. Thank you so much. And may I get a call reference number, please?
[AGENT][NEUTRAL] Yes, my name is [PII]. The first letter of my last name is [PII], and we'll use that today's date as our reference.
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. I hope you have a great day.
[AGENT][POSITIVE] OK, well, thank you very much. Is there anything to help with? Thanks for contacting AP.