AccountId: 011433970860
ContactId: f35baa78-e4a5-48fb-8f97-9be2829c611d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173460 ms
Total Talk Time (AGENT): 69638 ms
Total Talk Time (CUSTOMER): 57363 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/29/f35baa78-e4a5-48fb-8f97-9be2829c611d_20250429T13:35_UTC.wav
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[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I'm sorry, you say [PII]?
[AGENT][NEUTRAL] EV
[CUSTOMER][NEUTRAL] Mm, it was going in and out. I apologize.
[AGENT][POSITIVE] Oh, no problem.
[CUSTOMER][NEUTRAL] My name, my name is [PII] with SSM Healthcare calling to check on the status of a claim.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] And that is um 62744 no no no no 02543919.
[AGENT][NEUTRAL] And thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] 72524 for 353.
[AGENT][NEUTRAL] OK, one moment, please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Is that for 353 or 363?
[CUSTOMER][NEUTRAL] Um, hold on.
[CUSTOMER][NEUTRAL] Probably.
[CUSTOMER][NEUTRAL] It's 363.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Yes, ma'am. We received that claim on [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 3507214.
[AGENT][NEUTRAL] And this claim denied because under the policy, um, the co-pay for office visits is not covered.
[CUSTOMER][NEUTRAL] An office business not covered.
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you so much and this patient responsibility.
[AGENT][POSITIVE] Yes, ma'am, it is. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] What
[CUSTOMER][NEUTRAL] Reference number.
[AGENT][NEUTRAL] Yes, for the reference number, you can use my name in today's date.
[CUSTOMER][NEUTRAL] And OK, I didn't even catch your name.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. My name is [PII]. Um it's spelled [PII] and my last initial is [PII], and today's date is the reference number.
[CUSTOMER][POSITIVE] Thank you so much. Thank you so much, [PII]. Have a wonderful day. I apologize. Thanks a lot.
[AGENT][NEUTRAL] And you
[AGENT][NEUTRAL] No problem, [PII].