AccountId: 011433970860
ContactId: c6ae7ee5-a245-4022-915a-cc06b278f253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162279 ms
Total Talk Time (AGENT): 55337 ms
Total Talk Time (CUSTOMER): 51015 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/25/c6ae7ee5-a245-4022-915a-cc06b278f253_20250325T20:46_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi [PII]. My name is [PII]. I'm with the provider's office and I'm needing a little bit of clarification on a claim.
[AGENT][NEUTRAL] OK, sure, I can assist you with claims Mr. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] The Eye Institute.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Certainly, the policy number is 02244903.
[AGENT][POSITIVE] Thank you one moment.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] That is [PII] [PII].
[AGENT][NEUTRAL] OK, perfect. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII] build amount $135.
[AGENT][POSITIVE] OK, thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was denied because office visits are not covered by the policy.
[CUSTOMER][POSITIVE] All right. That's what I needed to know.
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Um, may I get a, a, um, reference number please?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you would like, Mr. [PII]. Do you need the spelling of my name or any other information?
[CUSTOMER][NEUTRAL] Uh, yes, please.
[AGENT][NEUTRAL] OK, the spelling is [PII], last initial [PII].
[CUSTOMER][POSITIVE] Thank you so very much, [PII]. You have a great rest of your day.
[AGENT][NEUTRAL] You are so.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] You have a good day. Bye-bye, [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] You