AccountId: 011433970860
ContactId: b67407bc-c79d-43aa-9044-fb437717e112
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 214929 ms
Total Talk Time (AGENT): 88972 ms
Total Talk Time (CUSTOMER): 41340 ms
Interruptions: 1
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/19/b67407bc-c79d-43aa-9044-fb437717e112_20250519T17:39_UTC.wav
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[AGENT][NEUTRAL] Afternoon, thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on a claim please.
[AGENT][NEUTRAL] OK, you're needing claim status, is that correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][POSITIVE] Yes, I can help you with that. And who am I speaking with, please?
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][NEUTRAL] Thank you. And [PII], what is your callback number?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And the member's policy number, please?
[CUSTOMER][NEUTRAL] 02419768 ML 7
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And any information that I do provide for you [PII] will be a verification of benefits and not a guarantee of payment. What is your patient's name please and their date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And what is the data service and total build amount please?
[CUSTOMER][NEUTRAL] 3 12 2025.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] $561.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so this claim was received actually it was received on [PII].
[AGENT][NEGATIVE] Was processed and denied on [PII].
[AGENT][NEUTRAL] The claim number is 358.
[AGENT][NEUTRAL] 4413.
[AGENT][NEUTRAL] And the reason for the denial is that office visits are not covered by the above numbered policy.
[AGENT][NEUTRAL] And if you need a copy of that EOB [PII], one was mailed, but if you, you can also print one if you go to our portal that's located at [PII].
[CUSTOMER][NEUTRAL] Hm, OK.
[CUSTOMER][NEUTRAL] OK, and um I'm sorry, what was your name?
[AGENT][NEUTRAL] [PII] and my name along with today's date would be your call reference number if you need one.
[CUSTOMER][NEUTRAL] OK, is that CY or CEY?
[AGENT][NEUTRAL] Neither CI.
[CUSTOMER][NEUTRAL] Oh OK
[CUSTOMER][NEUTRAL] Never seen it spelled that way before.
[AGENT][NEUTRAL] Yeah.
[AGENT][POSITIVE] So, well, is there anything else I can help you with? You're welcome. Can I help you with anything else?
[CUSTOMER][POSITIVE] OK, alright, thank you very much.
[CUSTOMER][NEUTRAL] Uh, nope.
[CUSTOMER][POSITIVE] Uh, nope, that is it. I appreciate your help.
[AGENT][POSITIVE] You're certainly welcome, welcome, [PII]. It was my pleasure and thank you for calling APL. I hope you have a great afternoon.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Yes ma'am. Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks mm bye.