AccountId: 011433970860
ContactId: b7d40fc5-ec50-4bcc-8439-b4c1d028d054
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 149369 ms
Total Talk Time (AGENT): 76501 ms
Total Talk Time (CUSTOMER): 34280 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/31/b7d40fc5-ec50-4bcc-8439-b4c1d028d054_20250131T13:44_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII]. I'm calling for.
[CUSTOMER][NEUTRAL] Um, for claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, [PII]. And may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] direct line.
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 02496247
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is the verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you want me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $417.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And just for the call, all the information provided is a verification of benefits, not a guarantee of payment. And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Baptist Cardiology Inc.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] Here it is.
[AGENT][NEUTRAL] Alright, so I'm showing we received the claim on [PII].
[AGENT][NEUTRAL] And that claim number is 354.
[AGENT][NEUTRAL] 8261.
[AGENT][NEUTRAL] And on [PII], the claim was denied because office visits are not covered by this policy.
[CUSTOMER][POSITIVE] OK, if I could get a call reference number I appreciate it.
[AGENT][NEUTRAL] Sure, so there's no call reference number, but you can use my name in today's date. So that's [PII], first initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Sounds great thanks and uh have a wonderful weekend.
[AGENT][POSITIVE] Thank you, [PII]. You also, was there anything else I can help you with?
[CUSTOMER][NEUTRAL] That is it.
[AGENT][POSITIVE] Alright, well, thanks for calling APL. Have a great weekend.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.