AccountId: 011433970860
ContactId: ff2e32eb-fba2-4dbe-90ef-b26a45e7329f
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220080 ms
Total Talk Time (AGENT): 86100 ms
Total Talk Time (CUSTOMER): 49122 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/09/ff2e32eb-fba2-4dbe-90ef-b26a45e7329f_20250109T19:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Um, yes, hi, I'm calling for claim status. My name is [PII].
[AGENT][NEUTRAL] OK, I could check on the claim for you. Uh, can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure it's [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] All right, thank you. Do you have the policy number?
[CUSTOMER][NEUTRAL] Um let me get it just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] I have 01988261.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And what was the name and date of birth for the insured?
[CUSTOMER][NEUTRAL] It's for [PII].
[CUSTOMER][NEUTRAL] And then their date of birth it's [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and uh what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, do you have the the amount?
[CUSTOMER][NEUTRAL] $240.
[AGENT][NEUTRAL] 40, OK.
[AGENT][NEUTRAL] One moment please.
[AGENT][NEUTRAL] Hey [PII], I'm sorry, what was the name of the, uh, provider's office?
[CUSTOMER][NEUTRAL] Ho clinic.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Sorry, bear with me just a moment, we're running a little slow today.
[CUSTOMER][NEUTRAL] That's OK.
[CUSTOMER][POSITIVE] No problem.
[AGENT][NEUTRAL] There we are. OK, so I did find this claim. Uh, we were unable to pay a benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] I'm sorry about your phone. The phone line has been is cutting out.
[AGENT][NEUTRAL] Oh I'm so sorry um so we did find this claim we were unable to pay benefit as office visits are not covered under this policy.
[CUSTOMER][NEUTRAL] Oh, offices that are not covered, OK.
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Alright.
[CUSTOMER][NEUTRAL] And is there a claim number?
[AGENT][NEUTRAL] Did you want that
[AGENT][NEUTRAL] Yes ma'am, um, it is 3500.
[AGENT][NEUTRAL] 092.
[CUSTOMER][NEUTRAL] 350-0092
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] Alright, and then can you tell me when the claim was received?
[AGENT][NEUTRAL] Yes, uh, this claim was received [PII].
[AGENT][NEUTRAL] And then it was processed also on [PII].
[CUSTOMER][NEUTRAL] Alright, and is there a reference number for the call?
[AGENT][NEUTRAL] It would just be my first name, last initial, and today's date. Uh so my name is spelled [PII] And was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Uh, no, that would be it. Thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great rest of your day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.