AccountId: 011433970860
ContactId: e06523fc-f331-4c97-a2e0-6008522419cc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 141300 ms
Total Talk Time (AGENT): 60389 ms
Total Talk Time (CUSTOMER): 43882 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/21/e06523fc-f331-4c97-a2e0-6008522419cc_20250321T18:54_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. This is [PII] Insured, W for whiskey, calling to check on claim status.
[AGENT][POSITIVE] All right, [PII], I'm happy to check on a claim for you today. Can I get the patient's policy number?
[CUSTOMER][NEUTRAL] Yeah, that is 01847164.
[AGENT][POSITIVE] Thank you. And do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] The [PII], date of birth, [PII].
[AGENT][NEUTRAL] Thank you for that and then what's the data service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. The amount is $227.33.
[AGENT][NEUTRAL] All right, so it looks like we received a claim um for this on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] But the claim was denied [PII]. We need a copy of the explanation of benefits from the primary insurance.
[CUSTOMER][POSITIVE] OK, perfect. Thank you so much for that. What is the claim number?
[AGENT][NEUTRAL] 3576814.
[CUSTOMER][POSITIVE] OK. Thank you so much for that. And uh can I have the fax number to send me the primary OB?
[AGENT][NEUTRAL] 877.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Can I have your name?
[AGENT][NEUTRAL] My name is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] OK. Could I have your reference number?
[AGENT][NEUTRAL] Call references my name with my last initial and then today's date.
[CUSTOMER][POSITIVE] OK, sir. Thank you so much for your help and uh you have a great weekend. Take care. Bye-bye.
[AGENT][NEUTRAL] You too bye bye.