AccountId: 011433970860
ContactId: ce960c8c-26b5-48d3-a386-1ec88672cee4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200830 ms
Total Talk Time (AGENT): 61566 ms
Total Talk Time (CUSTOMER): 106431 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/10/ce960c8c-26b5-48d3-a386-1ec88672cee4_20250110T17:44_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling from property's office regarding that in our clarification. Would you be able to help me with that?
[AGENT][NEUTRAL] Um, I'm so sorry, what did you say we needed to check?
[CUSTOMER][NEUTRAL] I need to check on some uh denial clarification, additional information regarding the denial.
[AGENT][NEUTRAL] Oh,
[AGENT][NEUTRAL] Absolutely. OK, clarification regarding a denial. Yes, I can help you with that. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] My name is [PII].
[AGENT][NEUTRAL] OK, I'm sorry, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, sure. It's [PII]. And can I have your name spelled with the last digit for documentation purpose?
[AGENT][NEUTRAL] Yes, um, it's [PII] is [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for that information, girl.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, I do have it. It's 1462925.
[AGENT][NEUTRAL] Alright thank you and what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] Uh, the insured's name is [PII] and date of birth would be [PII].
[AGENT][NEUTRAL] OK, thank you so much for verifying that [PII] and um do you have the claim number in question?
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] Yes, I do have it. So the claim number would be 3442495.
[AGENT][NEUTRAL] OK, one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Yeah, take your time.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, so we were unable to pay a benefit for as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK. Office visits are not covered under this policy, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Give me a moment. Um.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEUTRAL] Uh, but, uh, here, I could see that the claim was denied for um lack of information. So that is why I have called you to check on which uh type of document you were needed. But it seems to be the denial is different, right? Correct, denial is different, right? Mhm. OK. Mhm. Thank you so much for this, uh, information. And for today, that's uh, uh, what I have for you. And is there any
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Any call reference number for this?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Was there anything else I can help you with, sir?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, [PII]. I really appreciate your efforts and yeah, thank you for that. Thank you so much for today, that's all we have.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great weekend. All right, thank you. Bye bye.
[CUSTOMER][NEUTRAL] You too bye bye.