AccountId: 011433970860
ContactId: 0b3084a0-d44e-4691-a865-83aecd7f97f0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 221639 ms
Total Talk Time (AGENT): 61352 ms
Total Talk Time (CUSTOMER): 42536 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.3, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/0b3084a0-d44e-4691-a865-83aecd7f97f0_20250521T15:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm calling from Spectrum Health Hospitals. I'm calling in regards to a denial for a claim or.
[AGENT][NEUTRAL] Hey [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what is the policy number for that patient?
[CUSTOMER][NEUTRAL] I have here 02345803.
[AGENT][NEUTRAL] And what was that patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the data service and bill charges?
[CUSTOMER][NEUTRAL] Um, data services 110 of 2025 and it is for $445.
[CUSTOMER][NEUTRAL] Oh
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] Looks like this policy term [PII]. Let me see if she's got a current one.
[AGENT][NEUTRAL] OK, yeah, she's got a different current policy. Let me pull that up.
[CUSTOMER][NEUTRAL] She's got a
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, you said 110, 2025?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] Uh, it looks like we processed this on.
[AGENT][NEUTRAL] Uh, received 2 25 25 and process same day.
[AGENT][NEGATIVE] We have not received the premium.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um, for cobra.
[AGENT][NEGATIVE] It was denied.
[CUSTOMER][NEUTRAL] Um,
[CUSTOMER][NEUTRAL] I'm sorry, why was it denied again?
[AGENT][NEUTRAL] I think that.
[AGENT][NEUTRAL] Uh, records indicate that the premium for the data service was not received. Um, so if premium is being paid through Cobra, please contact us. We sent the information to the patient so we haven't received the premium.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. And do you have a reference number for this call?
[AGENT][NEUTRAL] Uh it's just my name, [PII], first initial to last name, [PII], and today's date. And anything else I can help with today?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] No that is it thank you have a wonderful rest of your day.
[AGENT][POSITIVE] Thanks for calling APL you as well. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye bye.