AccountId: 011433970860
ContactId: ddc74af4-b15a-449a-b94c-c9e9f9862190
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 184589 ms
Total Talk Time (AGENT): 82278 ms
Total Talk Time (CUSTOMER): 45901 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/ddc74af4-b15a-449a-b94c-c9e9f9862190_20250520T14:17_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning. I would like to follow up on a couple claims please.
[AGENT][POSITIVE] I'm sure I can assist you with claim status. Um, first I'll need your name and a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] [PII] [PII]
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 01352770
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the client.
[CUSTOMER][NEUTRAL] Uh, the first one is 328-2025690 for bill charges.
[AGENT][NEUTRAL] OK, yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] And this claim is denied because office visits is not covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And do you have a claim number for that?
[AGENT][NEUTRAL] Um, yes, the claim number is 359-574-3.
[CUSTOMER][POSITIVE] OK, thank you so much.
[AGENT][POSITIVE] OK, no problem.
[CUSTOMER][NEUTRAL] And then the next day the service whenever you're ready.
[AGENT][POSITIVE] OK, I'm ready.
[CUSTOMER][NEUTRAL] 42 2025 build them on is 185.
[AGENT][NEUTRAL] Uh yes, ma'am. We received this claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEGATIVE] It's denying because services and treatments provided in office is not covered.
[AGENT][NEUTRAL] And the claim number is 359-868-9.
[CUSTOMER][NEUTRAL] Alright, perfect. Alright, that is the information I need if I could just get a reference number please.
[AGENT][NEUTRAL] Um, yes, ma'am. For the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] Last initial is [PII], and today's date. Is there anything else I can assist you with?
[CUSTOMER][POSITIVE] Uh, no, not right now. I appreciate your help.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You as well. Thank you. Bye.