AccountId: 011433970860
ContactId: 0f4bc1d6-20f4-409b-8075-a82438e052e9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 200990 ms
Total Talk Time (AGENT): 48250 ms
Total Talk Time (CUSTOMER): 54146 ms
Interruptions: 0
Overall Sentiment: AGENT=1.1, CUSTOMER=2.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/0f4bc1d6-20f4-409b-8075-a82438e052e9_20250407T16:18_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, hi, [PII]. This is [PII] calling for provider office to check the additional information about a claim that has been denied. Please note this call will be monitored and recorded for the training and quality purpose.
[AGENT][NEUTRAL] OK, and what was your name?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[AGENT][NEUTRAL] OK, I can help you with uh claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, the policy number which is 01986300.
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] Yeah, the patient's first name is [PII] and the last name is [PII]. And the date of birth is [PII] sorry, it's [PII].
[AGENT][NEUTRAL] And do you have the claim number?
[CUSTOMER][NEUTRAL] Uh, just give me a second.
[CUSTOMER][NEUTRAL] Yeah, I do have the claim number which is 357-8892.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Uh, it looks like the policy terminated [PII].
[AGENT][NEUTRAL] So the date of service was after that date, but let me see if they have a current policy.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, yeah, it does not look like there's any other um policy on file.
[AGENT][NEUTRAL] So the the claim was denied because the pulse.
[CUSTOMER][POSITIVE] Yeah, thank you, [PII].
[AGENT][NEUTRAL] Is there anything else I can help with?
[CUSTOMER][NEUTRAL] Uh, yeah, could you just provide me the, uh, could you please just provide me the number effective date for my documentation.
[AGENT][NEUTRAL] Uh, effective date is.
[AGENT][NEUTRAL] effective date was [PII].
[CUSTOMER][POSITIVE] Yeah, thank you for the information. Yeah, you can provide me the call reference for this call.
[AGENT][NEUTRAL] Call reference will be my first name, [PII], first initial last name [PII], and today's date.
[CUSTOMER][POSITIVE] Yeah, thank you, [PII], for information and thank you for asking today.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good day.
[CUSTOMER][POSITIVE] Yeah, have a great day.
[AGENT][POSITIVE] Thanks, bye.