AccountId: 011433970860
ContactId: eaa6cf6c-af5b-4b5e-82fa-7544a432ac33
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 126319 ms
Total Talk Time (AGENT): 56995 ms
Total Talk Time (CUSTOMER): 30820 ms
Interruptions: 0
Overall Sentiment: AGENT=1.4, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/eaa6cf6c-af5b-4b5e-82fa-7544a432ac33_20250306T16:45_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APR. This is Easy. How can I help you?
[CUSTOMER][NEUTRAL] I was trying to check status of the claim.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. First, could I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] 01851495
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], the last name is [PII] [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] [PII] for $155.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 3533125.
[AGENT][NEUTRAL] And the claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. And is there a call reference number?
[AGENT][NEUTRAL] Yes, ma'am. So the reference number, you can use my name and today's date. My name is [PII]. It's spelled [PII] My last initial is [PII], and today's date. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] No, that was it. Thank you very much.
[AGENT][POSITIVE] OK, thank you, [PII], for calling APL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] Thank you. You too. Bye-bye.
[AGENT][POSITIVE] Thank