AccountId: 011433970860
ContactId: e82678d6-7bbb-4436-a87c-5b5ef57a06cf
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150050 ms
Total Talk Time (AGENT): 49091 ms
Total Talk Time (CUSTOMER): 48448 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/e82678d6-7bbb-4436-a87c-5b5ef57a06cf_20250617T19:16_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey [PII], this is [PII] with [PII]. I was just checking status on a claim, please.
[AGENT][NEUTRAL] All right, [PII]. Happy to check a claim. Do we have the patient's policy number?
[CUSTOMER][NEUTRAL] I do. It is 02610786.
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Uh, 5:13 of 25.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then do we have a build amount?
[CUSTOMER][NEUTRAL] $410.
[CUSTOMER][NEUTRAL] I'll be done in just a minute, OK.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Let me just double check the amount on this 11 2nd here.
[CUSTOMER][POSITIVE] Sure, thank you.
[CUSTOMER][NEUTRAL] No.
[AGENT][NEUTRAL] OK, so it looks like [PII], we did get this claim. It looks like it was denied. um, it's stating uh policy does not provide benefits for procedure or service that are listed.
[CUSTOMER][NEUTRAL] OK, so just for exam and X-rays, those are not covered under this?
[AGENT][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] Oh, I'm sorry for the wax up. Yeah, OK, alright, I see what it is. Yeah, for the wax up. OK, so those are not covered. Alright, and then we've got payment claim. Alright, I think that's all I need. Is there a reference number for our call?
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Absolutely, [PII]. That's my name with today's date. My name is [PII], which is [PII] and then the initial to my last name is [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] OK, and they say alright, sir, I appreciate your help and you have a great day.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You too. Bye bye.