AccountId: 011433970860
ContactId: f856e4e2-8cf1-42d6-8166-6b952a7d69fb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190929 ms
Total Talk Time (AGENT): 53366 ms
Total Talk Time (CUSTOMER): 45385 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/31/f856e4e2-8cf1-42d6-8166-6b952a7d69fb_20250331T14:04_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I was calling to get claim status on a paycheck.
[AGENT][NEUTRAL] OK, I can help you with claim status. OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. A good call back number is [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number, [PII]?
[CUSTOMER][NEUTRAL] Yes, 02538271.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And what was that data service?
[CUSTOMER][NEUTRAL] Data service is
[CUSTOMER][NEUTRAL] Oh I'm sorry, it's [PII] for $27.
[AGENT][NEUTRAL] And that was 212-2024?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's
[AGENT][NEUTRAL] I don't have the claim on file, but it looks like also this policy was effective [PII]. Let me make sure there wasn't an older policy in effect.
[AGENT][NEUTRAL] Yeah, it was effective [PII] so.
[CUSTOMER][NEUTRAL] Oh that's the day it termed?
[AGENT][POSITIVE] No, that's the day it was effective.
[CUSTOMER][NEUTRAL] OK, so they did have coverage at the the time of service.
[AGENT][NEUTRAL] Uh, you said [PII] 12 2024?
[CUSTOMER][NEUTRAL] 25. I'm sorry if I said 24.
[AGENT][NEUTRAL] OK, 25. OK.
[AGENT][NEUTRAL] And you said for 27, is that right?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK
[AGENT][NEUTRAL] Uh, looks like we did receive that claim and it was processed. It's not a covered benefit under the policy.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what's that claim number?
[AGENT][NEUTRAL] That claim number is 357-0506.
[CUSTOMER][POSITIVE] OK perfect.
[CUSTOMER][NEUTRAL] Alright, so it denied. When did it deny?
[AGENT][NEUTRAL] Uh, that was on [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so much you have a great day.
[AGENT][POSITIVE] OK, thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You