AccountId: 011433970860
ContactId: fb1f05ed-b2d7-4850-960e-6953ecedc253
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 191419 ms
Total Talk Time (AGENT): 47309 ms
Total Talk Time (CUSTOMER): 40327 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/fb1f05ed-b2d7-4850-960e-6953ecedc253_20250424T16:37_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on a claim please.
[AGENT][NEUTRAL] OK, can I get your name and a good callback number?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number of the patient, [PII]?
[CUSTOMER][NEUTRAL] Uh, that is 1105239ML5.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, and you're checking on a claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, this policy term 10-117. Let me see if there's a
[AGENT][NEUTRAL] More active policy.
[AGENT][NEUTRAL] Mhm
[AGENT][NEUTRAL] OK, what was that date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the bill charges?
[CUSTOMER][NEUTRAL] $24?
[AGENT][NEUTRAL] Uh, looks like we received at 324 25, process 327 25.
[AGENT][NEUTRAL] A service not covered when performed in doctor's office or clinic.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] So that's patient responsibility?
[AGENT][NEUTRAL] Um, we're a secondary policy, so we don't determine patient responsibility.
[CUSTOMER][NEUTRAL] OK, so it's not covered.
[CUSTOMER][NEUTRAL] No office setting.
[CUSTOMER][NEUTRAL] OK, and is there a claim number?
[AGENT][NEUTRAL] Uh yes, claim number 3581657.
[CUSTOMER][NEUTRAL] OK, and uh reference number please?
[AGENT][NEUTRAL] Uh, reference number is just my name, [PII], first initial to last name [PII], and today's date. And anything else I can help with today?
[CUSTOMER][POSITIVE] No, that's it thank you.
[AGENT][POSITIVE] Thanks for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Thanks you too.