AccountId: 011433970860
ContactId: ebed7e44-58fe-4aec-a77b-db273f507fef
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144000 ms
Total Talk Time (AGENT): 44913 ms
Total Talk Time (CUSTOMER): 39926 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/ebed7e44-58fe-4aec-a77b-db273f507fef_20250429T13:44_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm with SSM Healthcare Group, calling to check on the status of a claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And the policy number of the patient?
[CUSTOMER][NEUTRAL] 01835781
[CUSTOMER][NEUTRAL] And that is for [PII].
[CUSTOMER][NEUTRAL] 328-69 date of birth.
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] [PII] 24 for 341.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we received that on [PII]. Process [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] from March.
[AGENT][NEGATIVE] Um, the policy didn't provide any coverage for wellness, being a puncture.
[AGENT][NEUTRAL] Um, vaccines or immunizations, and then
[AGENT][NEUTRAL] The calendar year maximum was met for the outpatient office visits.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Service patient responsibility. Alrighty, so this is, uh, these procedures are not covered under the policy really.
[AGENT][NEUTRAL] Correct, and then the office says it is, but it they'd already met their maximum for the year.
[CUSTOMER][NEUTRAL] OK, and the reference number for the call.
[AGENT][NEUTRAL] That's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with?
[CUSTOMER][POSITIVE] Have a great day. Thanks.
[AGENT][NEUTRAL] [PII]