AccountId: 011433970860
ContactId: e12c9327-4f92-4077-a196-39cb693abf41
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 209470 ms
Total Talk Time (AGENT): 86090 ms
Total Talk Time (CUSTOMER): 65163 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/e12c9327-4f92-4077-a196-39cb693abf41_20250312T13:40_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hey babe, my name is [PII]. Can you hear me?
[AGENT][NEUTRAL] Yes, ma'am, I can hear you.
[CUSTOMER][NEUTRAL] OK, I think I'm having trouble with my headset, so I changed the, I took it out and put it in a different USB so if something happens, let me know because I'm about to throw this headset out the window.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office. I need to, uh, get claim status, please.
[AGENT][NEUTRAL] OK, well, I can definitely help you with the claim status, and can you repeat your name for me? I'm sorry.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected and then the policy number?
[CUSTOMER][NEUTRAL] Absolutely [PII].
[CUSTOMER][NEUTRAL] Is
[CUSTOMER][NEUTRAL] I'm sorry, [PII].
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the policy number whenever you're ready.
[CUSTOMER][NEUTRAL] Then
[CUSTOMER][NEUTRAL] 12
[AGENT][NEGATIVE] Uh, say it one more time, it's breaking up. I didn't hear it.
[CUSTOMER][NEUTRAL] Oh, see, I, I knew it. OK, let me, let me mess with it a little bit. Can you hear me now?
[AGENT][NEUTRAL] OK. Yes, ma'am.
[CUSTOMER][NEUTRAL] OK, let's try it again. 2321217.
[AGENT][NEUTRAL] OK, thank you. Hold on one moment.
[CUSTOMER][NEGATIVE] Sorry about that. I'm telling you it's a stupid headset I got.
[AGENT][NEUTRAL] Yeah, fine.
[AGENT][NEUTRAL] It's no problem at all. And I have the policy here. I just need you to verify the member's first and last name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII], the bill amount is 1,015.
[AGENT][NEUTRAL] Hold on one moment.
[AGENT][NEUTRAL] And it was [PII].
[AGENT][NEUTRAL] This is of 24.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Sort out.
[CUSTOMER][NEUTRAL] So
[AGENT][NEGATIVE] Uh oh, it's breaking up again.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Missing group?
[AGENT][NEUTRAL] OK, and I'm showing we received the claim on [PII]?
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim number is 348.
[AGENT][NEUTRAL] 9216.
[AGENT][NEUTRAL] And on [PII], the claim was denied because office visits are not covered on this policy.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEUTRAL] And what was your name again, babe? I'm sorry.
[AGENT][NEUTRAL] My name is [PII], you're fine.
[AGENT][NEUTRAL] And the first initial to my
[CUSTOMER][NEUTRAL] And is there a reference number?
[AGENT][NEUTRAL] Um, the first initial to my last name is [PII], but no, there's no call reference number. You can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Perfect, thank you, [PII], and I'm sorry about my headset.
[AGENT][POSITIVE] Oh, you're totally fine. Well, thanks for calling APL. I hope you have a great day, [PII].
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.