AccountId: 011433970860
ContactId: e48b56dd-d168-4a35-8a42-f08cc383e852
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148460 ms
Total Talk Time (AGENT): 38501 ms
Total Talk Time (CUSTOMER): 71131 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/27/e48b56dd-d168-4a35-8a42-f08cc383e852_20250527T21:10_UTC.wav
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[AGENT][NEUTRAL] Calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hello, um, good afternoon. This is [PII] calling from Sleep Disorder Center of Louisiana. I would like to check the status of our claim, please.
[AGENT][POSITIVE] I'd be happy to assist with claim status today, [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] Yes, it's [PII], no extension.
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] Yes, ID number, we have 01633180.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Last name, it's uh [PII] Date of birth [PII].
[AGENT][POSITIVE] Thank you for that information.
[AGENT][NEUTRAL] And what is the date of service for the claim?
[CUSTOMER][NEUTRAL] Yes, uh, [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Yes. Uh [PII].
[AGENT][NEUTRAL] OK, I'm sure that claim was denied because that.
[AGENT][NEUTRAL] was not a covered service under their policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Not covered. OK, alright, uh, do you have a claim number?
[AGENT][NEUTRAL] Yes, claim number is.
[AGENT][NEUTRAL] 358
[AGENT][NEUTRAL] 884 9.
[CUSTOMER][POSITIVE] OK, alright, thank you so much. um, do you prefer call reference number?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I can assist with today?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] I know that's um all for today. Thank you for your time and help. Have a great day. Bye for now. Thank you.
[AGENT][POSITIVE] Thank you for calling APR. Have a good day.
[CUSTOMER][NEUTRAL] Mm bye. You too.
[AGENT][NEUTRAL] Right.