AccountId: 011433970860
ContactId: ed6818c4-0b12-4dd6-bee9-6185fbc71855
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 161119 ms
Total Talk Time (AGENT): 39531 ms
Total Talk Time (CUSTOMER): 69265 ms
Interruptions: 0
Overall Sentiment: AGENT=-1, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/11/ed6818c4-0b12-4dd6-bee9-6185fbc71855_20250311T17:55_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, good afternoon. My first name is [PII], initial to my last name is Alphaphone provider office. I am looking for claim status.
[AGENT][NEUTRAL] OK. Do you have a phone number I can get in case we get disconnected I can call you back.
[CUSTOMER][NEUTRAL] Yes, [PII].
[AGENT][NEUTRAL] And do you have the policy number?
[CUSTOMER][NEUTRAL] 02103258 Mike and Lima number 8.
[AGENT][NEUTRAL] And the patient's name.
[CUSTOMER][NEUTRAL] So your first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. And you were needing claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can help you with that. What data service?
[CUSTOMER][NEUTRAL] Data service is [PII].
[CUSTOMER][NEUTRAL] Total charge amount is $1,275 even.
[AGENT][NEGATIVE] Office visits are not covered under this policy, so it was denied.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEGATIVE] A visit is not covered for this member.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Not card for patient benefit plan or the night service?
[AGENT][NEGATIVE] It is not covered under her plan.
[CUSTOMER][NEUTRAL] And I, oh yes.
[AGENT][NEGATIVE] It is not covered.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] This is not covered for the plan.
[AGENT][NEUTRAL] Right.
[CUSTOMER][POSITIVE] Oh thank you so much and may I know what is it after summer?
[AGENT][NEUTRAL] We do not have reference numbers. You can use my name in today's date. My name is [PII]
[AGENT][NEUTRAL] Last initial S.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][POSITIVE] Thank you so much, [PII]. I really appreciate it for your great assistance. Have a wonderful day. Take care. Bye for now.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You as well.