AccountId: 011433970860
ContactId: ec818ebe-4414-4e9f-b63f-ad61ac02691a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216059 ms
Total Talk Time (AGENT): 70731 ms
Total Talk Time (CUSTOMER): 118094 ms
Interruptions: 4
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/ec818ebe-4414-4e9f-b63f-ad61ac02691a_20250617T16:14_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from Advent Health Welfare claim status.
[AGENT][POSITIVE] OK, [PII], I'm happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Shall I?
[AGENT][NEUTRAL] Mhm. Go ahead.
[CUSTOMER][NEUTRAL] 251-820-3.
[AGENT][NEUTRAL] Thank you. Do you have a good callback number please for documentation?
[CUSTOMER][NEUTRAL] [PII] Shah Iam.
[AGENT][NEUTRAL] Thank you. Patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Date of birth?
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] In the bill amount please.
[CUSTOMER][NEUTRAL] $3,037.26.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It.
[CUSTOMER][NEUTRAL] When.
[AGENT][NEUTRAL] So the claim was received on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim is processed on [PII].
[AGENT][NEGATIVE] Claim was denied. We need a detailed explanation of benefits from the primary.
[CUSTOMER][NEUTRAL] You are.
[CUSTOMER][NEUTRAL] OK OK mailing address, please.
[AGENT][NEUTRAL] Mailing address is [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mm.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] A minute.
[CUSTOMER][NEUTRAL] Attention to?
[AGENT][NEUTRAL] Claims
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Um, attention to claims department, uh, timely filing limit to submit this.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEGATIVE] No timely no timely filing.
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] They need a processed one?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Claim number.
[AGENT][NEUTRAL] 36084999
[CUSTOMER][NEUTRAL] I think.
[CUSTOMER][NEUTRAL] OK. May I get your name?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Call reference number?
[AGENT][NEUTRAL] Call references my name with today's date. My name is spelled [PII] initial to my last name is [PII] and then today's date.
[CUSTOMER][POSITIVE] OK, thank you. Bye-bye. Have a nice day.