AccountId: 011433970860
ContactId: f547ea89-ae10-4a13-afb2-4683be8d9c90
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 153380 ms
Total Talk Time (AGENT): 63718 ms
Total Talk Time (CUSTOMER): 74334 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=1.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/17/f547ea89-ae10-4a13-afb2-4683be8d9c90_20250317T12:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good morning, [PII]. My name is [PII] calling from provider's office to check claim status on the claim we have faxed over back in November, please.
[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] Sure, it's a direct line, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] We have 1618522 letter M for Michael, number 8.
[AGENT][POSITIVE] OK, thank you. Let's see.
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Uh, [PII]. Date of birth [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please?
[CUSTOMER][NEUTRAL] This was for [PII] for $381 even.
[AGENT][NEUTRAL] OK, thank you. And one moment, please.
[CUSTOMER][POSITIVE] OK, thanks.
[AGENT][NEUTRAL] OK, yes, ma'am. We received that claim on [PII]. The claim processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim denied because office visits are not covered under the policy, and I have the claim number here.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, offer is not covered on the policy. OK. All right, I'm ready for the policy, um, claim number. Mhm.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The claim number is 3533454.
[CUSTOMER][NEUTRAL] OK. And do you give reference numbers for this call, please?
[AGENT][NEUTRAL] Um, yes, for the reference number, you can use my name and today's date. Um my name is [PII] spelled [PII] and my last initial is [PII] and today's date. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][POSITIVE] That's all. Thank you so much for your help. You have a great day and week.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.
[CUSTOMER][POSITIVE] Thank you bye bye.