AccountId: 011433970860
ContactId: e1eef103-1299-4fa7-b283-daeca9cf8fac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 111650 ms
Total Talk Time (AGENT): 32312 ms
Total Talk Time (CUSTOMER): 48911 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/e1eef103-1299-4fa7-b283-daeca9cf8fac_20250513T15:11_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. I'm calling from Griffith Dermatology. I have some questions about a claim.
[AGENT][POSITIVE] I'd be happy to assist with the claim today [PII] if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Yes, of course. It's [PII] no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Policy number is 018.
[CUSTOMER][NEUTRAL] 38933.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you for that information and what is the date of service for the claim?
[CUSTOMER][NEUTRAL] The date of service is [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Tax ID is [PII].
[AGENT][NEUTRAL] Thank you for that. I'm showing the claim was denied because there was no active coverage at the time of service.
[CUSTOMER][NEUTRAL] OK, so the patient was not eligible for this state of service.
[AGENT][NEUTRAL] No, he, they weren't covered. Their policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, thank you very much that's all the information I needed um can I get the call reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call.
[CUSTOMER][POSITIVE] OK, thank you very much once again and I hope you have a nice day.
[AGENT][POSITIVE] Thank you for calling ATL. Have a good day.
[CUSTOMER][POSITIVE] Thank you bye bye.
[AGENT][NEUTRAL] Bye bye.