AccountId: 011433970860
ContactId: d74659e7-39b9-454d-9d84-b19c8fe589cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 127790 ms
Total Talk Time (AGENT): 57520 ms
Total Talk Time (CUSTOMER): 54782 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/d74659e7-39b9-454d-9d84-b19c8fe589cc_20250319T18:42_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 for claims.
[AGENT][POSITIVE] All right. I'm happy to check on a claim for you today. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, I do. 01858196 M like in Mary, L as in Larry 8.
[AGENT][POSITIVE] Thank you. And then if I could grab your first name and a callback number, please?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then if I could get patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then what's the date of service?
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] Dollar amount on the claim is $850.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] It
[AGENT][NEUTRAL] All right, so it looks like one moment.
[AGENT][NEUTRAL] We did receive this claim. It looks like the claim was received on [PII]. Uh, the claim was denied [PII]. Services were rendered after the coverage was terminated.
[CUSTOMER][NEUTRAL] Um, can you give me a termination on the policy, please?
[AGENT][NEUTRAL] Mhm. Uh, the termination date was [PII].
[CUSTOMER][POSITIVE] Wow
[CUSTOMER][POSITIVE] OK perfect thank you [PII] you have a good day.
[AGENT][NEUTRAL] You, you too. Bye bye. Oh.
[CUSTOMER][NEUTRAL] Can I get a claim number? I'm sorry, a claim number for that one too.
[AGENT][NEUTRAL] Yeah, absolutely, [PII]. The claim number for that is 353.
[CUSTOMER][NEUTRAL] 5 to 3 uh huh.
[AGENT][NEUTRAL] 2594.
[CUSTOMER][POSITIVE] Perfect thank you.
[AGENT][POSITIVE] You're welcome. Have a good one.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye.