AccountId: 011433970860
ContactId: ef2943c3-82cc-4a7f-bd42-057a3cc2694c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 147809 ms
Total Talk Time (AGENT): 34952 ms
Total Talk Time (CUSTOMER): 41551 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/ef2943c3-82cc-4a7f-bd42-057a3cc2694c_20250620T15:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, good morning. My name is [PII]. I'm calling from Prisma Health. I'm calling to get a denial of reason on 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 what's the policy number for that patient?
[CUSTOMER][NEUTRAL] Uh, can I give you their social? I don't know the policy number.
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] Social is
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] And what was the patient's first and last name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] OK, let me get that policy pulled up. Give me one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And do you have her date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And this was for a dental claim?
[CUSTOMER][NEUTRAL] Medical.
[AGENT][NEUTRAL] Um, the only active policy we have on file for her is dental.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When did her medical plan turn? Or did she ever have one?
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] I don't show she has a medical, if it's, if she does, it's not through us, so.
[CUSTOMER][NEUTRAL] OK. Thank you. Is there a reference for this call?
[AGENT][NEUTRAL] Uh, reference is my name is [PII], first initial to last name, [PII], and today's date. Anything else I can help with today, [PII]?
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] You too, bye bye.