AccountId: 011433970860
ContactId: e0aede17-e841-4695-879f-2215352547dc
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 225539 ms
Total Talk Time (AGENT): 49349 ms
Total Talk Time (CUSTOMER): 52335 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e0aede17-e841-4695-879f-2215352547dc_20250617T15:33_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, hi, my name's [PII]. I'm calling from uh Michigan eye care provider, and I wanted to check on a, um, claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And what's that policy number uh for the patient?
[CUSTOMER][NEUTRAL] Sure, it's 02297592.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] It's [PII], [PII].
[AGENT][NEUTRAL] OK, and the date of service, or do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, I don't have a claim number. Uh, the data service, it's an old one. It's [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] 240.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] Looks like you received it a few times. I see.
[AGENT][NEUTRAL] OK, sorry about that. Um, it looks like uh we received it on
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] 1117 23 process [PII] 23.
[AGENT][NEUTRAL] The calendar year maximum for office visits was met for the year.
[CUSTOMER][NEUTRAL] OK, so.
[CUSTOMER][NEUTRAL] They had no benefits for office visits when that claim was received then, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK, um, do you have a claim number?
[AGENT][NEUTRAL] Yes, it's 338-569-0.
[CUSTOMER][NEUTRAL] OK, and then do we have a call reference number?
[AGENT][NEUTRAL] Uh, call reference number is my name is [PII], and my first initial to last name is [PII], and today's date. And anything else I can help with you?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No, that's it thanks a lot for your help.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Thanks you too yep bye bye.