AccountId: 011433970860
ContactId: e5b8d472-388f-478f-935e-a4a2d15b8163
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 148289 ms
Total Talk Time (AGENT): 56385 ms
Total Talk Time (CUSTOMER): 45328 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/17/e5b8d472-388f-478f-935e-a4a2d15b8163_20250417T14:34_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Looking for a clean shadows.
[AGENT][POSITIVE] Sure, I can assist you with that. Can I have your name and a callback number?
[CUSTOMER][NEUTRAL] [PII] callback number is [PII].
[AGENT][NEUTRAL] Um, can I have the policy number of the member that you're checking the status of the claim for?
[CUSTOMER][NEUTRAL] That's 02274332.
[AGENT][NEUTRAL] Can you verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] That's for prey last talk date over that would be uh [PII].
[AGENT][NEUTRAL] And what is the date of service that you're calling to check the status of the claim for?
[CUSTOMER][NEUTRAL] Uh, that's for [PII] for the bill amount $225 even.
[AGENT][POSITIVE] Thank you. Not too.
[AGENT][NEUTRAL] This claim was received [PII]. It was processed [PII]. There was no payment made on this claim, [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] There's a daily
[AGENT][NEUTRAL] And the reason that there was no payment made?
[CUSTOMER][NEUTRAL] I'm sorry, when did you receive that one?
[AGENT][NEUTRAL] Is because the benefits were maxed out for the calendar year.
[CUSTOMER][NEUTRAL] So the benefits are.
[CUSTOMER][NEUTRAL] I'm sorry, can you please repeat that once again?
[AGENT][NEUTRAL] The benefits were maxed out for the calendar year.
[CUSTOMER][NEUTRAL] for the account.
[CUSTOMER][NEUTRAL] What does it mean by that?
[AGENT][NEGATIVE] Meaning as in the member had no benefits cause they were exhausted.
[CUSTOMER][NEUTRAL] OK, so when was it denied?
[AGENT][NEUTRAL] On the [PII], on [PII].
[CUSTOMER][NEUTRAL] And the claim number?
[AGENT][NEUTRAL] 3573241.
[CUSTOMER][NEUTRAL] I'm sorry, 357.
[AGENT][NEUTRAL] 3241.
[CUSTOMER][NEUTRAL] 3
[CUSTOMER][POSITIVE] Thank you so much. How can I get the call reference for this one?
[AGENT][NEUTRAL] We don't provide reference numbers [PII], however, you can use my name and today's date as a reference. Is there anything else that I can assist you with today?
[CUSTOMER][NEUTRAL] And
[CUSTOMER][NEUTRAL] The last name?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] The last name?
[CUSTOMER][POSITIVE] Thank you so much.
[AGENT][POSITIVE] Thanks for calling APL. Have a good day. Goodbye.