AccountId: 011433970860
ContactId: f2eb4d6f-5c50-4430-8e23-0e2cf4c72f2f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 136619 ms
Total Talk Time (AGENT): 37407 ms
Total Talk Time (CUSTOMER): 48584 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/23/f2eb4d6f-5c50-4430-8e23-0e2cf4c72f2f_20250423T18:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII].
[CUSTOMER][NEUTRAL] Um, and I was calling to check status on a claim.
[AGENT][NEUTRAL] Hi [PII]. I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK, thank you. And you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Mm yes it is.
[CUSTOMER][NEUTRAL] 01612917.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], and it's [PII].
[AGENT][NEUTRAL] And you said claim status, is that correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] You know the date of service and bill charges?
[CUSTOMER][NEUTRAL] Yes, data services [PII], and it's for $212.
[AGENT][NEUTRAL] Uh, it looks like we received that 125-2024. That was processed on 126-2024.
[AGENT][NEUTRAL] And let me see.
[AGENT][NEUTRAL] Um, office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Is it patient responsibility?
[AGENT][NEUTRAL] Um, we, we don't determine patient responsibility. It's a secondary policy.
[CUSTOMER][NEUTRAL] Got you. OK, so this is not covered.
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] OK, I had another claim, but it's for office visit as well, so I'm guessing it's the same.
[AGENT][NEUTRAL] Yeah, offices, yes it's not covered.
[CUSTOMER][NEUTRAL] With policy OK.
[CUSTOMER][NEUTRAL] All right, [PII], that's all I need to know is there a reference number for the call?
[AGENT][NEUTRAL] That's just my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII].
[AGENT][POSITIVE] Thanks for calling APL. Have a good afternoon.
[CUSTOMER][POSITIVE] You too thanks bye bye.