AccountId: 011433970860
ContactId: e01e1392-56f2-40cc-a964-7668f411a110
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 162600 ms
Total Talk Time (AGENT): 59788 ms
Total Talk Time (CUSTOMER): 51224 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/03/e01e1392-56f2-40cc-a964-7668f411a110_20250603T15:20_UTC.wav
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[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. I'm calling from Doctor [PII]'s office and I need to um get some status on a claim, please.
[AGENT][NEUTRAL] All right, I'm happy to check your claim. What's the policy number?
[CUSTOMER][NEUTRAL] 02051771 M as in mother, L as in Louis, number 8.
[AGENT][NEUTRAL] Thank you. And then for documentation, can I get your first name again and a callback number?
[CUSTOMER][NEUTRAL] [PII] and [PII].
[AGENT][NEUTRAL] Thank you, [PII]. What's the patient's first and last name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] All right. I think the phone was cutting out. I think I may have missed a number. Can you read that back to me one more time, [PII]? I'm sorry.
[CUSTOMER][NEUTRAL] The um the ID?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. It's um 02051771, M as in mother, L as in Louis, number 8.
[AGENT][NEUTRAL] I missed a 5, sorry about that.
[AGENT][NEUTRAL] All right. And then just date of birth, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. What's the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Alright and the bill amount?
[CUSTOMER][NEUTRAL] The bill amount was um.
[CUSTOMER][NEUTRAL] 1800.
[AGENT][NEUTRAL] OK. Give me just a moment. Let me take a look.
[AGENT][NEUTRAL] Um.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] All right, thank you for your patience, [PII]. So we did get a claim. Uh, the claim is received on [PII]. Claim was denied on [PII]. Uh, services are not covered when performed in a doctor's office or clinic, it looks like.
[CUSTOMER][NEUTRAL] Mm, OK.
[CUSTOMER][POSITIVE] Alright thank you.
[AGENT][NEUTRAL] You're welcome. Anything else?
[CUSTOMER][POSITIVE] That's it thank you bye bye.
[AGENT][NEUTRAL] All right bye bye