AccountId: 011433970860
ContactId: dc397cab-7e0b-42d0-a3ea-333a2f6a2c7b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192169 ms
Total Talk Time (AGENT): 33458 ms
Total Talk Time (CUSTOMER): 61339 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/06/dc397cab-7e0b-42d0-a3ea-333a2f6a2c7b_20250506T19:43_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. My name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I was calling to check on a claim.
[CUSTOMER][NEUTRAL] Uh, for a doctor's bill, medical bill we sent it. I'm calling the doctor's office. How you doing?
[AGENT][POSITIVE] I'll be happy to assist with the claim status today. May I have your first name please?
[CUSTOMER][POSITIVE] Great.
[CUSTOMER][NEUTRAL] Uh, my name's [PII].
[AGENT][NEUTRAL] And [PII], if I can get a good callback number for you?
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 021536.
[CUSTOMER][NEUTRAL] 26 M like Mike L like Lima 8
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, yes, patient's name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of service for the claim?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, yes, data service was.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that information. I'm showing the claim denied because office visits are not covered under the policy.
[CUSTOMER][POSITIVE] Yes, thanks.
[CUSTOMER][NEGATIVE] Oh, they're not OK, not covered. Do you think they would, can they send us like a denial or something?
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is that fax number?
[CUSTOMER][NEUTRAL] It should be
[CUSTOMER][NEUTRAL] Uh yes, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And to whose attention?
[CUSTOMER][NEUTRAL] I'm [PII].
[AGENT][NEUTRAL] Alright, you should receive that fax in the next 5 to 7 minutes. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Uh, no, that's great, [PII], thank you.
[AGENT][POSITIVE] Thank you for calling APL. You have a good day.
[CUSTOMER][POSITIVE] Take care.
[CUSTOMER][NEUTRAL] Hi.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][NEUTRAL] Mhm