AccountId: 011433970860
ContactId: fc5ff025-ad85-4373-91a2-48bf32e243a3
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143570 ms
Total Talk Time (AGENT): 38590 ms
Total Talk Time (CUSTOMER): 45509 ms
Interruptions: 1
Overall Sentiment: AGENT=2.5, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/20/fc5ff025-ad85-4373-91a2-48bf32e243a3_20250620T17:09_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APO. This is [PII]. How can I help?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from neurological Surgery specialist. We received an explanation on from you for a patient, but I, it doesn't have any information as to what you did. There's no payment. You're not saying patient responsibility.
[AGENT][POSITIVE] OK, sure I can get clarification on that claim for you.
[AGENT][POSITIVE] No worries. OK, uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you and then do you have the policy number?
[CUSTOMER][NEUTRAL] Hold on.
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] Where is it at?
[CUSTOMER][NEUTRAL] 01986560
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Um, [PII].
[AGENT][NEUTRAL] Perfect thank you for verifying that and then do you have that claim number?
[CUSTOMER][NEUTRAL] 360-164-5
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEGATIVE] OK, so we were unable to pay a benefit on this claim calling.
[AGENT][NEUTRAL] Office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] Sure, was there anything else I could help you with?
[CUSTOMER][NEUTRAL] Nope, that was it.
[AGENT][POSITIVE] Alright, well thanks for calling API. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Thank you. Bye-bye.