AccountId: 011433970860
ContactId: d965cb4a-b67e-434e-9301-c4e07c0bbe3e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 119510 ms
Total Talk Time (AGENT): 40280 ms
Total Talk Time (CUSTOMER): 47770 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/26/d965cb4a-b67e-434e-9301-c4e07c0bbe3e_20250226T19:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, [PII], my name is [PII]. I'm calling from Baptist Primary Care and I'm calling for claim status, please.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. Uh, [PII], can I get a good call back number from me first in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 02463290.
[CUSTOMER][NEUTRAL] For [PII].
[AGENT][NEUTRAL] OK, and then do you have, uh, [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that, [PII] and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEGATIVE] And the bill amount was 306. My thing, my issue is you guys did process it, but it, it was denied, and I, I just would like to know why and if I can um send in some type of documentation to get it paid.
[AGENT][NEUTRAL] Sure, give me just a moment and let me find that and see what the Dene reason was.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] OK, um, so for this claim, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, makes sense.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's what I need a car.
[AGENT][NEUTRAL] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] No, that would be all.
[AGENT][POSITIVE] OK, well thanks for calling APL [PII]. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] You as well thank you.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][NEUTRAL] Bye bye.