AccountId: 011433970860
ContactId: d97ae479-d66a-491b-9d52-309de37edf93
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 259380 ms
Total Talk Time (AGENT): 62770 ms
Total Talk Time (CUSTOMER): 115498 ms
Interruptions: 1
Overall Sentiment: AGENT=1.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/10/d97ae479-d66a-491b-9d52-309de37edf93_20250310T20:49_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]. I'm calling from Pro office looking for claim status.
[AGENT][POSITIVE] I'm happy to help that. I can check claim status for you today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] Patient policy number is 02567762.
[CUSTOMER][NEUTRAL] a little bit or no?
[AGENT][POSITIVE] Thank you. One moment.
[AGENT][NEUTRAL] And if I can get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[CUSTOMER][NEUTRAL] But.
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Date of service of this claim is [PII].
[CUSTOMER][NEUTRAL] I know
[AGENT][NEUTRAL] Build them out.
[CUSTOMER][NEUTRAL] $1,522
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] All right, thank you. One moment please while I take a look.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] So the.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][POSITIVE] Yeah, [PII] help on.
[CUSTOMER][NEUTRAL] uh.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Right, so it looks like we did receive a claim for this on [PII].
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim was denied [PII].
[AGENT][NEUTRAL] Uh, the maximum benefit for the state of service had already been met.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And the which claim number?
[AGENT][NEUTRAL] Uh, the claim number is 354.
[CUSTOMER][NEUTRAL] I you.
[AGENT][NEUTRAL] 331 9.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] 3543319, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Any, any other activity insurance?
[AGENT][NEUTRAL] I'm sorry, what was your question again?
[CUSTOMER][NEUTRAL] Me ID.
[CUSTOMER][NEUTRAL] Any other active insurance or not?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] No, any other active insurance, correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and, and your name, please?
[AGENT][NEUTRAL] My name is [PII], that is spelled [PII].
[CUSTOMER][NEUTRAL] OK, and what the color of this claim?
[AGENT][NEUTRAL] Call references my name with my last initial, which is [PII], and then today's date.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][POSITIVE] OK, thank you, sir. Thank you for this. Have a nice day.
[AGENT][POSITIVE] You're welcome. You too.
[CUSTOMER][NEUTRAL] I