AccountId: 011433970860
ContactId: b7a8b856-067f-4880-b686-f3a3e6ed7fbe
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 174190 ms
Total Talk Time (AGENT): 60456 ms
Total Talk Time (CUSTOMER): 27629 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/23/b7a8b856-067f-4880-b686-f3a3e6ed7fbe_20250523T16:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm calling for claim status please.
[AGENT][POSITIVE] Alright, I'm happy to check on a claim. Can I get the policy number?
[CUSTOMER][NEUTRAL] Sure 02405826.
[AGENT][NEUTRAL] And then if I can get the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] Um, [PII] of last year.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do we have to build them out?
[CUSTOMER][NEUTRAL] Uh, $1,363.
[AGENT][NEUTRAL] All right, thank you for your patience on that. So, we did receive a claim, it looks like for this uh claim is received on.
[AGENT][NEUTRAL] [PII] was denied on [PII]. Uh, office visits are not covered under the member's policy, it looks like.
[AGENT][NEUTRAL] Are you still there?
[CUSTOMER][NEUTRAL] Is there a claim number?
[AGENT][POSITIVE] Yeah, absolutely. 3576917.
[CUSTOMER][NEUTRAL] No office visits aren't covered.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, alright, is there a call reference please?
[AGENT][NEUTRAL] Absolutely. That would be my name with today's date. My name again is [PII], that's [PII] and then my [PII], and then today's date.
[CUSTOMER][POSITIVE] OK, all right, I appreciate your help thank you.
[AGENT][POSITIVE] You're welcome have a good day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][NEUTRAL] Bye-bye.