AccountId: 011433970860
ContactId: 1155dfac-f4ca-4e3b-8378-94eda0093c7c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 336440 ms
Total Talk Time (AGENT): 79298 ms
Total Talk Time (CUSTOMER): 70146 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/29/1155dfac-f4ca-4e3b-8378-94eda0093c7c_20250129T17:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. Last initial is [PII]. I'm calling to check claim status for a patient.
[AGENT][NEUTRAL] OK, I can help you with claim status, [PII].
[AGENT][NEUTRAL] Can I please get the facility name that you're calling for?
[CUSTOMER][NEUTRAL] South Florida Urology Center.
[AGENT][NEUTRAL] Thank you and then what is your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] Thank you. And then what is the patient's name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And his policy number, please?
[CUSTOMER][NEUTRAL] 1449391 M as in Mary, L as in Larry 5.
[AGENT][NEUTRAL] Thank you and what is the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the charge amount please.
[CUSTOMER][NEUTRAL] $274.66.
[AGENT][NEUTRAL] Thank you and then what is the charge amount after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] After they pay, uh, the balances, um, just a moment.
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] $30.
[AGENT][NEUTRAL] OK. All right.
[AGENT][NEUTRAL] [PII], I'm gonna put you on a brief hold while I look up that claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII]. I have the claim for you. Uh, the claim number is 353-0714.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] 353 OK.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] The claim was denied because the services were rendered after the policy terminated and I looked and there are no other active policies on file for this insured.
[CUSTOMER][NEUTRAL] OK. Uh, when did the policy, uh, terminate?
[AGENT][NEUTRAL] It terminated on.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Yes ma'am.
[CUSTOMER][POSITIVE] Wow.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Yeah, it's been a minute.
[CUSTOMER][NEUTRAL] Oh yeah. OK, well, thank you, [PII]. Is there a call reference number?
[AGENT][NEUTRAL] Yes, you can use my name and today's date.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] All right well thank you so much.
[AGENT][POSITIVE] You're very welcome, [PII]. I hope you have a good rest of your week and thank you for calling APL.
[CUSTOMER][POSITIVE] Thank you you too bye bye.
[AGENT][NEUTRAL] Bye bye.