AccountId: 011433970860
ContactId: ba581903-04b3-43f3-880e-d74d728957f8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 112669 ms
Total Talk Time (AGENT): 40198 ms
Total Talk Time (CUSTOMER): 30780 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/23/ba581903-04b3-43f3-880e-d74d728957f8_20250623T20:44_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] I need to check on the claim status please.
[AGENT][NEUTRAL] OK, I can verify claim status for you and your name is?
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] And Ms. [PII], what is that policy number, please?
[CUSTOMER][NEUTRAL] 01644467
[AGENT][NEUTRAL] Thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, ma'am. And the patient's name, date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, and the date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] It was for [PII] and it went to UMRs primary for $175.
[AGENT][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Mhm
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] West Virginia I consultants.
[AGENT][NEUTRAL] Uh, it shows that claim process as office visits are not covered per the policy.
[CUSTOMER][NEUTRAL] OK, so just pay your responsibility.
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that is all.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a great day, Ms. [PII].
[CUSTOMER][NEUTRAL] You too bye bye.