AccountId: 011433970860
ContactId: ebdd6b2b-28c6-41a6-89d6-656c9cda4088
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 103480 ms
Total Talk Time (AGENT): 37224 ms
Total Talk Time (CUSTOMER): 49097 ms
Interruptions: 0
Overall Sentiment: AGENT=2.1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/ebdd6b2b-28c6-41a6-89d6-656c9cda4088_20250317T14:23_UTC.wav
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[AGENT][NEUTRAL] For calling APL, my name is [PII]. How can I assist you today?
[CUSTOMER][NEUTRAL] Hi [PII], I need to check up status on a claim.
[AGENT][POSITIVE] I'd be happy to assist with claim status. May I have your first name please?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][POSITIVE] And [PII], if I can get a good call back number for you.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And what is the policy number?
[CUSTOMER][NEUTRAL] The policy number is 01947531ML8.
[AGENT][NEUTRAL] Patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII], date of birth [PII].
[AGENT][POSITIVE] Thank you for that information and the date of service for the claim.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And your tax ID.
[CUSTOMER][NEUTRAL] Let
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, I'm showing uh we did receive the claim claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK, so no office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So no procedure in office is covered.
[AGENT][NEUTRAL] Um, they don't have the rider, so no, nothing would be covered for an office visit.
[CUSTOMER][NEUTRAL] OK, OK, perfect. OK, can I have a reference number please?
[AGENT][NEUTRAL] Reference is just my name [PII] last initial [PII], and the date and time of the call. Was there anything else I could assist with today?
[CUSTOMER][NEUTRAL] Uh.
[CUSTOMER][POSITIVE] OK, that's it, thank you.
[AGENT][POSITIVE] Thank you for calling APL you have a good day.
[CUSTOMER][POSITIVE] You're welcome you too bye.