AccountId: 011433970860
ContactId: cacc6c0b-0636-40e0-aca2-70cbc97a2cb7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202940 ms
Total Talk Time (AGENT): 52197 ms
Total Talk Time (CUSTOMER): 67899 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/cacc6c0b-0636-40e0-aca2-70cbc97a2cb7_20250407T18:49_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling for claim status please.
[AGENT][NEUTRAL] Right
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] from [PII].
[CUSTOMER][NEUTRAL] Callback number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I do, that is.
[CUSTOMER][NEUTRAL] Uh, where is that? OK, um, 02.
[CUSTOMER][POSITIVE] Actually, I do apologize.
[CUSTOMER][NEUTRAL] Um, OK, one second, that doesn't show me.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 298809923
[AGENT][NEUTRAL] And you have the last name of the patient?
[CUSTOMER][NEUTRAL] Uh [PII]
[CUSTOMER][NEUTRAL] Hold on, did I give you the
[AGENT][NEUTRAL] Yeah, I didn't pull anything up with that number.
[CUSTOMER][POSITIVE] OK, I'm so sorry. Let me.
[AGENT][NEUTRAL] 02, whatever that number that might be it.
[CUSTOMER][NEUTRAL] Oh, OK, alright, it says a pre-cert number but let me give it 02593779.
[CUSTOMER][NEUTRAL] ML 8.
[AGENT][NEUTRAL] OK, yes, that's right. That's their policy number.
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] What's that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And do you have the date of service?
[CUSTOMER][NEUTRAL] Yes, that is [PII].
[AGENT][NEUTRAL] And what were the bill charges?
[CUSTOMER][NEUTRAL] Uh, the total charge is 185.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEGATIVE] OK, it looks like we received the claim on [PII]. It was denied on [PII]. Office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, may I get the claim number please?
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 3,581,620.
[CUSTOMER][NEUTRAL] Alright, may I get your name and reference number?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial, last name, [PII], and today's date.
[CUSTOMER][POSITIVE] Alrighty thank you so much [PII] you have a wonderful day.
[AGENT][POSITIVE] Thanks for calling APL you as well.
[CUSTOMER][POSITIVE] Thank you. Bye.
[AGENT][NEUTRAL] Bye.