AccountId: 011433970860
ContactId: faaafa1c-26c7-4507-a93b-d1a956282b54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 158660 ms
Total Talk Time (AGENT): 69621 ms
Total Talk Time (CUSTOMER): 58160 ms
Interruptions: 1
Overall Sentiment: AGENT=1.3, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/22/faaafa1c-26c7-4507-a93b-d1a956282b54_20250422T15:56_UTC.wav
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[AGENT][NEUTRAL] This you
[AGENT][POSITIVE] Hello, thanks for calling. This is [PII]. How may I assist you?
[CUSTOMER][POSITIVE] Hi, good morning.
[CUSTOMER][NEUTRAL] Hi, good morning. Uh, this is [PII]. I just want to ask for a claim status.
[AGENT][NEUTRAL] Sure, [PII], I could assist you with that. Can I have a callback number for you and that policy number?
[CUSTOMER][NEUTRAL] All right. Uh, my callback number is [PII] with the extension of [PII].
[AGENT][NEUTRAL] And what is the policy number of the member?
[CUSTOMER][NEUTRAL] Uh, it's 01792144.
[AGENT][NEUTRAL] Thank you [PII]. Could you verify that patient's name and date of birth that you're calling to check the status of a claim for today?
[CUSTOMER][NEUTRAL] All right. The patient name is [PII], the last name is [PII]. The date of birth is [PII].
[AGENT][NEUTRAL] Thank you, and what is the date of service that you're calling to check the status of a claim for?
[CUSTOMER][NEUTRAL] Uh, date of service is [PII].
[AGENT][NEUTRAL] And [PII], what is your procedure code?
[CUSTOMER][NEUTRAL] I'm sorry?
[AGENT][NEUTRAL] What is the procedure code for the date of service?
[CUSTOMER][NEUTRAL] My procedure code is 99214.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] [PII], this claim was received [PII]. It was processed [PII]. There was no there was no payment made on this claim because the policy per the policy, it does not cover all the visits.
[CUSTOMER][NEUTRAL] All right. I get it. Uh, by the way, can I ask the reference number and claim number for this one?
[AGENT][NEUTRAL] We don't provide reference numbers, [PII], but you can use my name in today's date as a reference.
[CUSTOMER][NEUTRAL] All right. Uh, I forgot to write your name. Can I ask for that?
[AGENT][NEUTRAL] It's [PII], and today's date and that claim number is 35.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] 75799. It's 3575799.
[CUSTOMER][NEUTRAL] All right. I got it. And uh how do you, uh, pronounce your name? [PII]?
[AGENT][POSITIVE] Yes, that is correct, [PII] you pronounced it correctly.
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEUTRAL] Is there anything else that I can assist you with today?
[CUSTOMER][POSITIVE] All right. Thank you so much, [PII], for your help.
[CUSTOMER][POSITIVE] Uh, this is the line it for now. Thank you so much for your help and you have a great day. Bye-bye.
[AGENT][POSITIVE] Thanks for calling APL. You have a great one as well, [PII]. Goodbye.