AccountId: 011433970860
ContactId: f40016e6-53a2-478d-b927-8bae108b8839
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 173199 ms
Total Talk Time (AGENT): 72172 ms
Total Talk Time (CUSTOMER): 76712 ms
Interruptions: 2
Overall Sentiment: AGENT=1.3, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/11/f40016e6-53a2-478d-b927-8bae108b8839_20250611T13:51_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello this is needed. I wanted to know your claim status.
[AGENT][NEUTRAL] Um, yes, ma'am. I can assist you with claim status. Um, first, could I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] It is [PII]. It is spelled as [PII]. The callback number is [PII].
[AGENT][NEUTRAL] Thank you, [PII]. Now I need the policy number, please?
[CUSTOMER][NEUTRAL] Well
[CUSTOMER][NEUTRAL] Sure. It's 144.
[CUSTOMER][NEUTRAL] 8520.
[CUSTOMER][NEUTRAL] M as in Mike. L as in Lima number 5.
[AGENT][NEUTRAL] Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's first name is [PII]. Last name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. Now I need the date of service and bill charges on the claim.
[CUSTOMER][NEUTRAL] [PII] and the bill amount is $334 even.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received this claim on, we received the claim on [PII]. The claim processed on [PII].
[CUSTOMER][NEUTRAL] 322
[AGENT][NEUTRAL] The claim number is 360.
[CUSTOMER][NEUTRAL] Alright
[AGENT][NEUTRAL] 2091 and this claim denied because um well, just let me advise you that verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII] and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEGATIVE] Like I said the policy coverage is not.
[CUSTOMER][NEUTRAL] Active for the data service, right?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] OK. Um, may I know your name?
[AGENT][NEUTRAL] My name is [PII]. It's spelled [PII] and my last initial is [PII]. Um, is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] We think
[CUSTOMER][NEUTRAL] I know you.
[CUSTOMER][NEUTRAL] Um, no, that will be all. I wanted to know the call reference number. OK, thank you, but that will be all.
[AGENT][NEUTRAL] Yes, ma'am. For the reference number, you can use my name in today's date.
[AGENT][POSITIVE] OK, thank you, Nosh for calling APO. You have a great day. Mm bye.
[CUSTOMER][NEUTRAL] be.
[CUSTOMER][NEUTRAL] Oh.