AccountId: 011433970860
ContactId: f5d7a6bb-e7c0-4c0f-8e95-ec2d25960db0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 167729 ms
Total Talk Time (AGENT): 51772 ms
Total Talk Time (CUSTOMER): 48405 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/f5d7a6bb-e7c0-4c0f-8e95-ec2d25960db0_20250514T21:02_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, my name is [PII] and I am with um Lake Area Medical Associates.
[CUSTOMER][NEUTRAL] I was calling regarding a claim.
[AGENT][NEUTRAL] Sure, I can help you with claim status. Can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] And do you have the uh policy number?
[CUSTOMER][NEUTRAL] 02273700
[AGENT][NEUTRAL] One moment while I look it up.
[AGENT][NEUTRAL] Can I get you to verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII], and that's [PII].
[AGENT][POSITIVE] OK, thank you so much.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And do you have the uh claim number or the date of service?
[CUSTOMER][NEUTRAL] I have both um the claim number is 3557322 and the date of service is [PII].
[AGENT][NEUTRAL] OK, let me check on that for you.
[AGENT][NEUTRAL] It looks like that
[AGENT][NEUTRAL] Claim was denied.
[AGENT][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Is there a reason why it was denied?
[AGENT][NEUTRAL] Yes, ma'am. Hospital or I'm sorry, hospital. Office visits are not covered um by this policy.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there anything else I can help you with?
[CUSTOMER][NEUTRAL] Alright, and can I.
[CUSTOMER][NEUTRAL] Just a reference number if possible.
[AGENT][NEUTRAL] OK, we don't have reference numbers, but you can use my name and my last initial so it's [PII], and then today's date.
[CUSTOMER][NEUTRAL] Alright, and it's is it [PII]?
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] All right well I appreciate it very much.
[AGENT][POSITIVE] Thank you so much. Thank you for calling APL and have a great day.
[CUSTOMER][NEUTRAL] You as well bye bye.
[AGENT][NEUTRAL] Bye.