AccountId: 011433970860
ContactId: f484c505-52a2-4b0b-98ba-556fb8a98597
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 226289 ms
Total Talk Time (AGENT): 71071 ms
Total Talk Time (CUSTOMER): 91195 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/30/f484c505-52a2-4b0b-98ba-556fb8a98597_20250130T19:08_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah. Hi, [PII]. This is [PII] calling from facility checking on the claim status.
[AGENT][NEUTRAL] OK sir, can I get a good call back number?
[CUSTOMER][NEUTRAL] Uh yes, sure. And the callback number is [PII].
[AGENT][NEUTRAL] OK, thank you, sir. Can I get the policy number?
[CUSTOMER][NEUTRAL] Uh, yes, the policy number is 022.
[CUSTOMER][NEUTRAL] 39061.
[AGENT][NEUTRAL] OK, thank you, sir. Can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] Yeah, the patient's name is uh [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yeah, um, yeah, I'm checking for the claim status.
[AGENT][NEUTRAL] OK, I can definitely take a look. What's that data service and build out?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the bill amount is $2,694. 48 cents.
[AGENT][NEUTRAL] OK, give me just.
[AGENT][NEUTRAL] Uh, let's see.
[AGENT][NEUTRAL] I have a claim number for you.
[CUSTOMER][NEUTRAL] Oh yes, sure. Please give me the claim number.
[AGENT][NEUTRAL] It's 355.
[AGENT][NEUTRAL] 0422.
[AGENT][NEUTRAL] The claim was received [PII], processed [PII]. The claim did denied because the policy turned.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] [PII].
[AGENT][NEGATIVE] And it doesn't look like.
[CUSTOMER][NEUTRAL] OK, the
[AGENT][NEUTRAL] Go ahead.
[CUSTOMER][NEUTRAL] Oh yeah, the policy term on [PII], right?
[AGENT][NEUTRAL] Yes, and it doesn't look like there's any other active coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. And could you just verify the claim number? It's 355-042-2, right?
[AGENT][NEUTRAL] 355-50422
[CUSTOMER][NEUTRAL] Uh, hold on. Could you just repeat?
[AGENT][NEUTRAL] 355-50422
[CUSTOMER][NEGATIVE] Oh, I'm just didn't get.
[CUSTOMER][NEUTRAL] Yeah, the claim number because the voice is going a little bit slower like uh while you're pronouncing the claim number.
[AGENT][NEUTRAL] 35.
[AGENT][NEUTRAL] 55
[AGENT][NEUTRAL] 04
[AGENT][NEUTRAL] 22.
[CUSTOMER][NEUTRAL] OK, it's 3 consecutive 5, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] OK, yeah, I got it.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Got it all the details and
[CUSTOMER][NEUTRAL] Claim denied on.
[AGENT][NEUTRAL] Is there anything else I can help you with today?
[CUSTOMER][POSITIVE] Uh, no, [PII]. Thank you so much for asking. Could you just give me the call reference number?
[AGENT][NEUTRAL] It will be my first name [PII] with the first initial to my last name [PII], and today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much, [PII]. Thank you so much for the help and have a nice day.
[AGENT][POSITIVE] OK, well thank you for calling APL and I hope you have a great day bye bye.
[CUSTOMER][NEUTRAL] Bye bye.