AccountId: 011433970860
ContactId: cc4fb87e-b367-405b-87fd-a7ef5ace36ea
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 179970 ms
Total Talk Time (AGENT): 68641 ms
Total Talk Time (CUSTOMER): 43730 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/cc4fb87e-b367-405b-87fd-a7ef5ace36ea_20250429T14:01_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. Uh, my name is [PII] and I'm calling you from the doctor's office to check on the claims.
[AGENT][POSITIVE] All right. I'm happy to check on a claim. What is that policy number?
[CUSTOMER][NEUTRAL] 023-71420.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] Thank you. Can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] Thank you for that. And then what is the date of service?
[CUSTOMER][NEUTRAL] [PII], charge $680.07.
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][POSITIVE] Thank you for your patience. So we did receive a claim for the state of service. claim is received on [PII].
[AGENT][NEUTRAL] Claim was processed on [PII].
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEGATIVE] Claim was denied, insured was not eligible for services. The plan was terminated at the time.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Can I have the effective date and the term date?
[AGENT][NEUTRAL] Effective date on this is [PII].
[AGENT][NEUTRAL] Termination date is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the claim number?
[AGENT][NEUTRAL] 357.
[AGENT][NEUTRAL] 473-3.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK, and can I have the reference number for this call?
[AGENT][NEUTRAL] Call reference is my name with my last initial and today's date. My name again is [PII], that's [PII]
[AGENT][NEUTRAL] Initial to my last name, [PII] with today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII]. Have a great day, OK. Take care. God bless you. bye. Mhm.
[AGENT][NEUTRAL] You too.
[AGENT][NEUTRAL] Uh, bye-bye.