AccountId: 011433970860
ContactId: 07442e40-f8fa-4ca9-8ece-6dcaca5077b9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 317839 ms
Total Talk Time (AGENT): 69283 ms
Total Talk Time (CUSTOMER): 99688 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/10/07442e40-f8fa-4ca9-8ece-6dcaca5077b9_20250210T13:58_UTC.wav
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[AGENT][NEUTRAL] APL, this is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] and I'm calling for a provider to check on additional information about the claim that has been denied. Please note this call will be monitored and recorded for quality and training purpose.
[AGENT][NEUTRAL] OK, I can barely hear you.
[CUSTOMER][NEUTRAL] OK. Is this fine now? Can you hear me?
[AGENT][NEUTRAL] I can, I can barely hear you.
[CUSTOMER][NEUTRAL] Is it OK now?
[AGENT][NEUTRAL] Yeah, you sound far away. Do you have me on speaker?
[CUSTOMER][NEUTRAL] No, I'm on microphones.
[AGENT][NEUTRAL] OK, that's a little better. You said that you're checking claim status?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, and the policy number?
[CUSTOMER][NEUTRAL] Policy number I have 01078781.
[AGENT][NEUTRAL] OK, and did you say your name is [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what's a good callback number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you and the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Thank you for that information, [PII].
[AGENT][NEUTRAL] And what is the date of service?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the amount?
[CUSTOMER][NEUTRAL] Amount is $848.24.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] What are the procedure codes on the claim?
[CUSTOMER][NEUTRAL] Procedure codes I have is
[CUSTOMER][NEUTRAL] 9,223,372,036,854,775,807.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you. I have it.
[CUSTOMER][NEUTRAL] J. 3301.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Some.
[AGENT][NEUTRAL] So I showed that the claim was received on [PII].
[AGENT][NEUTRAL] Uh, process [PII].
[AGENT][NEUTRAL] Uh, the claim denied, uh, the date of service is after the policy termination date.
[AGENT][NEUTRAL] Let me know when you're ready for the claim number.
[CUSTOMER][NEUTRAL] Yeah, just me.
[CUSTOMER][NEUTRAL] It was denied on [PII].
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Can you please, uh, is the claim number ending with 3278?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. Can you please let me know from which date member was affected?
[AGENT][NEUTRAL] [PII] turned [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Any other questions I can assist with today, [PII]?
[CUSTOMER][NEUTRAL] Uh, no. Uh, after this, uh, member has not uh renamed, or any other coverage is available, right, for the member?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK. I am done with this. Can you please assist me uh with the um time, the time frame to submit the claim?
[AGENT][NEGATIVE] The timely filing limit to submit the claim, there's no timely.
[CUSTOMER][NEUTRAL] OK. I'm done with this. Can you please assist me with the call reference number for this call?
[AGENT][NEUTRAL] My name in today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much for your assistance and have a good day. Bye-bye.
[AGENT][POSITIVE] You're welcome. Thanks for calling APL Day. Have a good day.
[CUSTOMER][POSITIVE] You too bye bye. Happy Monday.