AccountId: 011433970860
ContactId: e433ba33-35aa-4803-9354-f7004e460d21
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 151869 ms
Total Talk Time (AGENT): 74339 ms
Total Talk Time (CUSTOMER): 37347 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2024/12/30/e433ba33-35aa-4803-9354-f7004e460d21_20241230T18:42_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from our provider's office to check on the status of an unpaid data service.
[AGENT][POSITIVE] OK. Well, I'll be more than happy to help you with the claim status. And [PII], may I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] [PII] policy 01705313.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you 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 you like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill amount?
[CUSTOMER][NEUTRAL] $260.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] 35, hold on one moment.
[AGENT][NEUTRAL] Alright, here it is. I'm showing received the claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 353.
[AGENT][NEUTRAL] 6805.
[AGENT][NEUTRAL] And on [PII], the claim was denied.
[AGENT][NEUTRAL] Because office visits are not covered on this policy.
[CUSTOMER][NEUTRAL] OK, are you able to send me a copy of that remittance?
[AGENT][NEUTRAL] Yes, um, would you like me to fax it to you? What's a good fax number?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][NEUTRAL] And do I need to put attention, [PII]?
[CUSTOMER][NEUTRAL] No, it comes directly to me.
[AGENT][NEUTRAL] OK, now it's [PII]?
[CUSTOMER][NEUTRAL] Yes ma'am.
[AGENT][POSITIVE] Alright, so I'll go ahead and send this over to you now. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] That's all, is there a reference number for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. The first initial to my last name is [PII].
[CUSTOMER][POSITIVE] OK, thank you [PII] have a great rest of your day.
[AGENT][POSITIVE] You're very welcome, [PII]. Thanks for calling APL and [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Bye bye.