AccountId: 011433970860
ContactId: e8dfe2a6-9196-4fb5-b9f9-07473e4d52b3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 181960 ms
Total Talk Time (AGENT): 57549 ms
Total Talk Time (CUSTOMER): 73766 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/04/e8dfe2a6-9196-4fb5-b9f9-07473e4d52b3_20250404T15:05_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII].
[CUSTOMER][NEUTRAL] Actually, I have previously called for a claim and the rep suggested me to take the UB from the portal secured. [PII], but I'm unable to fetch the UB from there. So I just need assistance again and whether the some
[CUSTOMER][NEUTRAL] Claim details. I have taken the wrong, maybe claim number.
[AGENT][NEUTRAL] What's the claim number?
[CUSTOMER][NEUTRAL] That's 356 9.
[CUSTOMER][NEUTRAL] 586.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And
[AGENT][NEUTRAL] What's the patient's name and date of birth, please?
[CUSTOMER][NEUTRAL] That's [PII], [PII].
[AGENT][POSITIVE] OK, thank you for that.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] So this claim was denied. It looks like office visits are not covered under the member policy.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the other portion, the insured's primary paid the full benefits, so there was nothing for us additional to pay.
[CUSTOMER][NEUTRAL] OK. So the claim number given my, by my end is correct, right?
[AGENT][NEUTRAL] Yes, would you like me to fax you the EOB?
[CUSTOMER][NEUTRAL] Yeah, can you please fax that?
[AGENT][NEUTRAL] What's a good fax number?
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Should we mark attention to anybody?
[CUSTOMER][NEUTRAL] Uh my name, [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright, [PII], that's on its way. You should be there in about 5 minutes.
[CUSTOMER][POSITIVE] OK. Thank you very much, ma'am. And can you please spell your name?
[AGENT][NEUTRAL] My name is spelled [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] First initial to your last name, please?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] Uh, call reference for this one, please.
[AGENT][NEUTRAL] Call references my name with my last initial than today's date.
[CUSTOMER][POSITIVE] OK. Thank you very much, ma'am, for assisting me.
[AGENT][POSITIVE] You're welcome. Have a good day, [PII].
[CUSTOMER][NEUTRAL] You as well. Bye-bye.
[AGENT][NEUTRAL] Bye bye.