AccountId: 011433970860
ContactId: db15db20-66e1-4636-bd90-5462adf5eb91
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221580 ms
Total Talk Time (AGENT): 97293 ms
Total Talk Time (CUSTOMER): 91783 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/21/db15db20-66e1-4636-bd90-5462adf5eb91_20250421T13:14_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Good morning [PII]. This is [PII] in customer service. I have [PII] with the provider's office with policy number 994466.
[CUSTOMER][NEUTRAL] Requesting um claim status on [PII] and she already verified the date of birth for the patient.
[AGENT][NEUTRAL] For for who?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII], it's [PII].
[AGENT][NEUTRAL] What's the policy number again, [PII]?
[CUSTOMER][NEUTRAL] Um 994466.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] OK, for participation.
[CUSTOMER][NEUTRAL] And [PII] is on the.
[CUSTOMER][NEUTRAL] Yes, [PII] is on the line.
[AGENT][NEUTRAL] Did she give a data service? If not, you could just transfer her.
[CUSTOMER][NEUTRAL] Mm, no, I just um verified the name and date of birth. We're um we're customer service. Mhm.
[AGENT][POSITIVE] All right. Thank you.
[AGENT][POSITIVE] Have a good day.
[AGENT][NEUTRAL] Hello, [PII].
[CUSTOMER][NEUTRAL] Uh, [PII], my name is [PII].
[AGENT][NEUTRAL] And she says [PII]. Hey [PII], this is [PII]. I'll be assisting you today. What is the date of service that you're calling to check the status of a claim for [PII]?
[CUSTOMER][NEUTRAL] That's
[CUSTOMER][NEUTRAL] That's OK
[CUSTOMER][NEUTRAL] It is for 320 2025 and it's for $161 even.
[AGENT][NEUTRAL] I'm not showing a claim on file for 320 of [PII]. Let me make sure that she has the correct policy number.
[AGENT][NEUTRAL] So
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] No, she don't have the correct policy number.
[AGENT][NEUTRAL] Can you verify [PII]'s date of birth? I know you gave it to the last caller, but verify the date of birth for me.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] Let me give you the correct policy number.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] It's 1912866 because the other policy number is terminated is 1912866.
[CUSTOMER][POSITIVE] OK cool.
[CUSTOMER][NEUTRAL] OK, let me repeat 1912866. OK, and you don't have no claim on file, right?
[AGENT][NEUTRAL] Yes.
[AGENT][NEGATIVE] No, I didn't say that. I told, I stated that the policy number that was provided in the beginning of the call with the the agent prior to me was the incorrect policy number and I gave you the correct policy number for the data services for the claim of [PII] which was denied due to office visits not covered under the policy.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] And I'm ask
[CUSTOMER][NEUTRAL] OK, office visits not covered under policy under policy we'll put that in my.
[AGENT][NEUTRAL] And this claim was processed.
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The claim number is 3589552.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect alrighty um I will advise and um we'll send the balance to patient responsibility.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] Can I have a reference?
[CUSTOMER][POSITIVE] Just the reference number for my call thank you.
[AGENT][NEUTRAL] We don't provide those, [PII], however, you can use my name in today's date as a reference. It's [PII], and today's date as a reference.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, sounds great thank you so much you have a nice day.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well.
[CUSTOMER][NEUTRAL] You too bye bye.