AccountId: 011433970860
ContactId: f19ce505-6417-4ce2-8990-6e3c24ca3cc9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191880 ms
Total Talk Time (AGENT): 92132 ms
Total Talk Time (CUSTOMER): 52197 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/13/f19ce505-6417-4ce2-8990-6e3c24ca3cc9_20250613T14:47_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi. I need to check status on my claim, please.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, could I get your name and a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, my name is [PII]. Callback number is [PII]. What is your name you said? I'm sorry?
[AGENT][NEUTRAL] Um, it's [PII]. Um, it's spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Mhm. No problem. And could I get the policy number, please?
[CUSTOMER][NEUTRAL] Yes. Uh it is 02517406 for [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Thank you, [PII]. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] Theater service is 41025. The claim was for $300.
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK, yes, ma'am. We received that claim on um let's see, on [PII], the claim processed on [PII].
[AGENT][NEUTRAL] And the claim number is 361-0765.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, OK, can I, can you help me with one other patient?
[AGENT][NEUTRAL] Um, yes, ma'am. One moment, please.
[CUSTOMER][NEUTRAL] Actually it's uh actually it's the same patient just a different data service.
[AGENT][NEUTRAL] OK, and what's that date of service?
[CUSTOMER][NEUTRAL] Uh, this one is [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $379.
[AGENT][NEUTRAL] Hm
[AGENT][NEUTRAL] OK, yes, ma'am. We received this claim on [PII]. It processed on [PII]. The claim number is 361-0863.
[AGENT][NEUTRAL] And it, it paid out for $85 even.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Um, it was a
[CUSTOMER][NEUTRAL] To the provider?
[AGENT][NEUTRAL] Yes, ma'am.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And it was a single check.
[AGENT][NEUTRAL] The check number is 2048974 and it was mailed to the address on the claim.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, perfect. OK, is there a call reference for this call?
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] No, that will be it. Thank you for your help have a nice day.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thanks. Bye-bye.