AccountId: 011433970860
ContactId: 029696dd-142e-44d2-a5ee-de3c7761e528
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 277040 ms
Total Talk Time (AGENT): 115672 ms
Total Talk Time (CUSTOMER): 67062 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/2025/03/27/029696dd-142e-44d2-a5ee-de3c7761e528_20250327T18:53_UTC.wav
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[AGENT][POSITIVE] Thank you for contacting APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from facility.
[AGENT][NEUTRAL] Yes, [PII]. How may I help you?
[CUSTOMER][NEUTRAL] HCF Florida. I'm calling regarding claim status.
[AGENT][NEUTRAL] I can help with the claim status. What is that policy number, please?
[CUSTOMER][NEUTRAL] The policy number is 22989.
[AGENT][NEUTRAL] OK, 22989. That's the policy number?
[CUSTOMER][NEUTRAL] Um, yes.
[AGENT][NEUTRAL] OK, thank you. And the insured's name and date of birth, please?
[CUSTOMER][NEUTRAL] Insurance first name is [PII], and last name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you. And is there a callback number I can have in the event that we're disconnected?
[CUSTOMER][NEUTRAL] Sure, it's [PII].
[AGENT][POSITIVE] OK, thank you very much. I'm just checking now.
[AGENT][NEUTRAL] Cause, uh, this isn't one of our policy numbers, so let me just see if I can't uh find it.
[AGENT][NEUTRAL] Uh, with their name.
[AGENT][NEUTRAL] OK. And I do apologize. What, what it was the uh the uh insured's date of birth again? You said it was uh
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII]. OK, let me see if I can't find.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] The number
[AGENT][NEUTRAL] OK, let's see.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] So it looks like his policy number is 01.
[AGENT][NEUTRAL] 66
[AGENT][NEUTRAL] 6121 and what date of service are we looking for for Mr. [PII]?
[CUSTOMER][NEUTRAL] Could you please repeat me the ID number?
[AGENT][NEUTRAL] Yes, it's 01.
[AGENT][NEUTRAL] 666121.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And the date of service, please?
[CUSTOMER][NEUTRAL] Just allow me a moment.
[CUSTOMER][NEUTRAL] The date of service was [PII]. Bill amount, $40,554 even.
[AGENT][NEUTRAL] OK, thank you. It looks like your claim number.
[AGENT][NEUTRAL] It's 347.
[AGENT][NEUTRAL] 6712. So that's 3476712.
[AGENT][NEUTRAL] And it looks like we received your claim on the [PII].
[AGENT][NEUTRAL] 2024 and we processed it.
[AGENT][NEUTRAL] On the [PII].
[AGENT][NEUTRAL] But, um, [PII], the, the policy uh that Mr. [PII] had was only active from [PII].
[AGENT][NEUTRAL] [PII] until [PII]. So it was not active during the date of service and so uh that that that claim was a denial.
[CUSTOMER][NEUTRAL] So there would be
[CUSTOMER][NEUTRAL] No active coverage for this number right on the date of service?
[AGENT][NEUTRAL] That's right. That's, yeah, there's no active service for them.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Is there another uh data service or another?
[AGENT][NEUTRAL] Uh, person that we could look for.
[CUSTOMER][NEUTRAL] Just give me a moment.
[CUSTOMER][NEUTRAL] I'm just checking if I have any other claims.
[CUSTOMER][NEUTRAL] No, I don't have. What will be the reference number?
[AGENT][NEUTRAL] My name is [PII], and the first letter of my last name is [PII]. We'll use that in today's date of reference.
[CUSTOMER][POSITIVE] Thank you so much for your assistance. You have a great day ahead. Bye-bye.
[AGENT][POSITIVE] Thanks for contacting AT.