AccountId: 011433970860
ContactId: c3006bad-9297-4646-b248-2fc81b23866c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 90879 ms
Total Talk Time (AGENT): 28149 ms
Total Talk Time (CUSTOMER): 40157 ms
Interruptions: 0
Overall Sentiment: AGENT=1.8, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/03/c3006bad-9297-4646-b248-2fc81b23866c_20250203T19:38_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. my name is [PII]. How may I assist you today?
[CUSTOMER][NEUTRAL] Yeah, hi, my name is [PII]. I'm calling from the office of Dr. [PII] regarding the status of a claim.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] OK, I'll be happy to assist with claim status today if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] Everything
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I'll call you back, OK?
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] 01669831 M as in Mary, L as in Larry 8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that. And what is your tax ID?
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[AGENT][NEUTRAL] OK, I do show the claim was denied.
[AGENT][NEUTRAL] Because the physicians, the co-pay associated with the physician's charges are not covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, no problem. All right, thank you very much have a good day.
[AGENT][NEUTRAL] What is there anything else I could assist with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thank you for calling APL have a good day.