AccountId: 011433970860
ContactId: cd869bdd-4696-4bd6-b061-89c35a98ed71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 116230 ms
Total Talk Time (AGENT): 53169 ms
Total Talk Time (CUSTOMER): 36995 ms
Interruptions: 0
Overall Sentiment: AGENT=1.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/18/cd869bdd-4696-4bd6-b061-89c35a98ed71_20250418T15:11_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes ma'am, I am calling to check the status of a claim please.
[AGENT][POSITIVE] OK, well, I can definitely help you with the claim status. And may I have your name and a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] It's [PII] and the number is [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] It is 01617874ML8.
[AGENT][NEUTRAL] Thank you for that. And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service and the total bills?
[CUSTOMER][NEUTRAL] It is [PII] for $279.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Digestive disease clinics.
[AGENT][NEUTRAL] OK, here it is.
[AGENT][NEUTRAL] OK, so I'm showing we received the claim on [PII].
[AGENT][NEUTRAL] The claim number is 357-576-6.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Because office visits are not covered by this policy.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Office visit not covered. OK, alright, that's all I needed.
[AGENT][POSITIVE] Alrighty [PII]. Well, thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] You too thanks bye bye.
[AGENT][POSITIVE] Thank you. You're welcome. Bye bye.