AccountId: 011433970860
ContactId: d2a6b1a3-c1de-48c1-8a18-06ccd588f6c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 156820 ms
Total Talk Time (AGENT): 48750 ms
Total Talk Time (CUSTOMER): 64693 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/d2a6b1a3-c1de-48c1-8a18-06ccd588f6c9_20250603T16:38_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Yes, I'm calling to check on claim status.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] [PII], last [PII] [PII].
[AGENT][POSITIVE] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, it's [PII] direct line.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Um, it is 02427140 Mike Lima the number 8.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service is uh [PII].
[AGENT][NEUTRAL] And tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim was denied because the
[AGENT][NEUTRAL] Policy was termed at the time of service.
[CUSTOMER][NEUTRAL] OK, and what date did it, um, what day did her policy?
[CUSTOMER][NEUTRAL] Term.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[CUSTOMER][NEUTRAL] Alright, and can I get that claim number?
[AGENT][NEUTRAL] Claim number is 3597027.
[CUSTOMER][NEUTRAL] OK and when was that finalized?
[AGENT][NEUTRAL] Claim denied on [PII].
[CUSTOMER][NEUTRAL] OK, is there any way you could fax me over a copy of the EOB? We just, we haven't received anything.
[AGENT][NEUTRAL] OK, and what's that fax number?
[CUSTOMER][NEUTRAL] It is [PII].
[CUSTOMER][NEUTRAL] [PII] and you can put it attention to me.
[AGENT][NEUTRAL] [PII]
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] Alright, you should receive that within the next 15 minutes.
[CUSTOMER][NEUTRAL] OK perfect and can I get a reference number for the call?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][POSITIVE] All right, thank you so much. No, that's it.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Mhm bye bye.