AccountId: 011433970860
ContactId: f83a5cf4-2a54-460a-b183-54f0fb1226e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 166360 ms
Total Talk Time (AGENT): 58881 ms
Total Talk Time (CUSTOMER): 78180 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/24/f83a5cf4-2a54-460a-b183-54f0fb1226e9_20250224T20:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Good day. My name is [PII], and I'm calling from MUSC physicians hoping that you could help me with um claim status. Can you repeat your name for me please?
[AGENT][NEUTRAL] Yes, ma'am. My name is [PII]. Um, it's spelled [PII] Mhm.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] OK thank you thank you so much.
[AGENT][POSITIVE] No problem. And [PII], could I get a good callback number just in case we're disconnected?
[CUSTOMER][POSITIVE] Yes ma'am, [PII] and that is correct.
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] OK, her number is.
[CUSTOMER][NEUTRAL] 11.
[CUSTOMER][NEUTRAL] 063589400.
[CUSTOMER][NEUTRAL] Just wanted to make sure look at that card.
[AGENT][NEUTRAL] OK. That's not one of our policy numbers. Um, do you?
[CUSTOMER][NEUTRAL] No, no, no, no, I did, that's wrong. I, I beg your pardon. I'm looking at the card now. Are you ready?
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Yeah, I'm ready.
[CUSTOMER][NEUTRAL] 023.
[CUSTOMER][NEUTRAL] 893-82.
[AGENT][NEUTRAL] OK. Thank you. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the plane?
[CUSTOMER][NEUTRAL] 5924 for $59.
[AGENT][NEUTRAL] OK. Yes, ma'am. We received that claim on [PII].
[AGENT][NEUTRAL] It processed on [PII].
[AGENT][NEUTRAL] The claim number is 3533758.
[AGENT][NEUTRAL] And this claim denied because office visits are not covered under the policy.
[CUSTOMER][NEUTRAL] Oh, OK. Of let me jot that down. visits are not covered.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Oh, OK, and that claim was received [PII], right?
[AGENT][POSITIVE] Right, that's correct.
[CUSTOMER][NEUTRAL] Alright, and please, ma'am, may I have um a reference number, Ms. [PII]?
[AGENT][NEUTRAL] Yes, you can use my name and today's date for the reference number. Is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] No ma'am thank you so much for your help have a great day.
[AGENT][POSITIVE] OK, thank you, [PII]. Mhm. Thank you for calling ATL. Mm bye.
[CUSTOMER][NEUTRAL] Yes.