AccountId: 011433970860
ContactId: 022e3afb-1f18-48a5-87b2-6a18d2980243
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211130 ms
Total Talk Time (AGENT): 83548 ms
Total Talk Time (CUSTOMER): 78879 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/20/022e3afb-1f18-48a5-87b2-6a18d2980243_20250320T18:08_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Uh, hi, [PII]. This is [PII] speaking from provider's office. I'm here to check on a claim status. Could you please help me with it?
[AGENT][NEUTRAL] Of course, I can help you with the claim status and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure. My callback is gonna be [PII] and there's extension [PII].
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] Of course, my, uh, sorry, the member's policy number is gonna be 1056488.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Sure. The member's name is uh [PII].
[CUSTOMER][NEUTRAL] [PII]. And the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you'd like me to check on and the total bill?
[CUSTOMER][NEUTRAL] Oh yeah, of course. The date of service for this payment is gonna be [PII] with the total bill amount of $128 even.
[AGENT][POSITIVE] Thank you. Hold on one moment.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Of course, it's Grecore Clinic.
[AGENT][NEUTRAL] Alright, so I'm showing the claim was received on [PII].
[AGENT][NEUTRAL] The claim number is 3558839.
[AGENT][NEGATIVE] And on [PII], we also processed the claim. It was denied because the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] When was the policy terminated?
[AGENT][NEUTRAL] The policy was active from [PII], and there were no active policies with APL after that.
[CUSTOMER][NEUTRAL] All right. And uh could you please fax us the copy of your can you do that?
[AGENT][NEUTRAL] Sure, what's a good fax number for you?
[CUSTOMER][NEUTRAL] Just one moment.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] The fax number is gonna be [PII]. Again, [PII].
[CUSTOMER][NEUTRAL] And you get attention to the my name is [PII].
[AGENT][NEUTRAL] All right, I'll go ahead and fax the explanation of benefits over to you now, [PII]. Was there anything else I can help you with today?
[CUSTOMER][POSITIVE] No, I think that's all for the day, but thank you so much again for all your help. I just need a reference number for this conversation we had.
[AGENT][NEUTRAL] Alright, so there's no call reference number, but you can use my name in today's date. The first initial of my last name is [PII].
[CUSTOMER][NEUTRAL] Could you please spell out your name for me just for documentation purposes?
[AGENT][NEUTRAL] Sure, and um it's [PII]
[CUSTOMER][POSITIVE] All right [PII] thank you so much for all your help and you have a wonderful rest of the day, by the way, bye for now. Take care.
[AGENT][POSITIVE] Thank you. You also, thanks for calling APL. Bye-bye.
[CUSTOMER][NEUTRAL] OK.