AccountId: 011433970860
ContactId: c37a9deb-309b-4276-8268-8aa16d81e896
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 154830 ms
Total Talk Time (AGENT): 46481 ms
Total Talk Time (CUSTOMER): 59520 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/c37a9deb-309b-4276-8268-8aa16d81e896_20250226T15:34_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hey, [PII], I just called and the lines were disconnected. I was trying to see if I can get some claim status information.
[AGENT][NEUTRAL] OK, and uh, yeah, because I had to ask you for your first name. What's your first name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] And the policy number is 023893874 [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you for that information and the date of service?
[CUSTOMER][NEUTRAL] And the data service is [PII].
[AGENT][NEUTRAL] And tax ID.
[CUSTOMER][NEUTRAL] And tax ID is [PII].
[AGENT][NEUTRAL] OK, so I'm showing that um part of the claim denied because the charges were not covered and the other part denied because the um.
[AGENT][NEUTRAL] The major medical did not um.
[AGENT][NEUTRAL] Approve the charges or.
[AGENT][NEUTRAL] They didn't, um.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] They didn't assign any patient responsibility.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And do you have time to check another um another claim with me?
[AGENT][NEUTRAL] Uh, same patient or different patient?
[CUSTOMER][NEUTRAL] This is a
[CUSTOMER][NEUTRAL] This is a different patient.
[AGENT][NEUTRAL] OK, let me notate this in one moment.
[AGENT][NEUTRAL] OK, what is that policy number?
[CUSTOMER][NEUTRAL] Policy number 0677.
[CUSTOMER][NEUTRAL] OK, this might be different. I'm sorry.
[CUSTOMER][NEUTRAL] OK, I think this is for somebody else. Uh, you have a call reference number for the first one?
[AGENT][NEUTRAL] Um, it's just my name and today's date and time. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] That that's all. Thank you so much.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.