AccountId: 011433970860
ContactId: d3222015-80fe-45ab-a334-e01353f211a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 170169 ms
Total Talk Time (AGENT): 71622 ms
Total Talk Time (CUSTOMER): 34536 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/29/d3222015-80fe-45ab-a334-e01353f211a3_20250529T20:21_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]. I'm calling on a claim status.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Yes, it is.
[CUSTOMER][NEUTRAL] 020.
[CUSTOMER][NEUTRAL] 30186 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Original claim is for.
[CUSTOMER][NEUTRAL] $342.
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. One moment.
[AGENT][NEUTRAL] You said that was for [PII] for $300?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yes, we received that claim on [PII].
[AGENT][NEUTRAL] Um, it processed on [PII].
[AGENT][NEUTRAL] The claim number is 3589094.
[AGENT][NEGATIVE] And it paid out for 2, I'm sorry, it paid out for $2.08 even. Um, the first line denied because office visits are not covered under the policy.
[CUSTOMER][POSITIVE] Perfect.
[CUSTOMER][NEUTRAL] Can I get a reference number?
[AGENT][NEUTRAL] Um, yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that will be all thank you.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. Have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you.