AccountId: 011433970860
ContactId: fceda25f-64a9-4648-8e98-2c7683c2d23a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 144479 ms
Total Talk Time (AGENT): 56758 ms
Total Talk Time (CUSTOMER): 42721 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/14/fceda25f-64a9-4648-8e98-2c7683c2d23a_20250314T14:41_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yes, hi, I'm calling from the provider's office in regards to a claim for a patient.
[AGENT][NEUTRAL] Sure, I can check on a claim for you. uh, what was your name?
[CUSTOMER][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then [PII], can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] [PII], no extension.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Thank you. And then did you have that policy number?
[CUSTOMER][NEUTRAL] Yes, it's 021-91746.
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the patient, please?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have that billed out?
[CUSTOMER][NEUTRAL] $435.60.
[AGENT][POSITIVE] Got it thank you one moment please.
[AGENT][NEUTRAL] OK, so we did receive this claim, [PII], uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] OK, is this amount patient responsibility or is it just not covered?
[AGENT][NEUTRAL] Uh, we don't say what is patient responsibility that would be up to the provider, um, but it is not covered under their policy.
[CUSTOMER][NEUTRAL] And is there a call reference number I could take note of?
[AGENT][NEUTRAL] Sure, it would just be my first name, last initial, and today's date. Uh, so my name is spelled [PII] Was there anything else I could help you with?
[CUSTOMER][POSITIVE] No, that's it. Thank you for your help.
[AGENT][POSITIVE] OK, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank