AccountId: 011433970860
ContactId: 14fb612f-53d6-4de1-ab08-44d619e88295
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 238259 ms
Total Talk Time (AGENT): 94912 ms
Total Talk Time (CUSTOMER): 95232 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/19/14fb612f-53d6-4de1-ab08-44d619e88295_20250219T15:59_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], this is [PII] calling from a provider's office to check on a claim and. How are you doing today?
[AGENT][NEUTRAL] I'm fine, and I can verify claim status for you and I'm sorry, your name is again?
[CUSTOMER][NEUTRAL] It's [PII]. It's [PII], last initial [PII].
[AGENT][NEUTRAL] OK, and what is the policy number, please?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's going to be 02514590.
[AGENT][POSITIVE] OK, thank you so much. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah, patient's name, [PII] and the last name [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Data service 7-182024 total bill amount $13.60.
[CUSTOMER][NEUTRAL] I.
[AGENT][NEUTRAL] And the balance, uh, well, never mind. Hold on one moment.
[CUSTOMER][NEUTRAL] $1,03.60.
[AGENT][NEUTRAL] And you're calling from?
[CUSTOMER][NEUTRAL] Provider's office.
[AGENT][NEUTRAL] Yeah, what's the name of the provider's office?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Providers of Montagumi County EMS.
[AGENT][NEUTRAL] OK, and while I'm looking up claim information, let you know we do have an online service center where providers can check claim status as well as print out the EOB. That site is at [PII].
[AGENT][NEUTRAL] And I show this claim process as the charges submitted or not payables and service were rendered prior to the effective data coverage.
[CUSTOMER][NEUTRAL] What is the effective date and the termination date?
[AGENT][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] So um.
[AGENT][NEUTRAL] Uh, effective date, uh [PII] policy terminated [PII]. And you said the date of service was [PII], is that correct?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] I
[CUSTOMER][POSITIVE] Very, yes, yes, yes.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEGATIVE] What is the claim receive date and they denied it.
[AGENT][NEUTRAL] Uh, claim received [PII], processed on [PII].
[CUSTOMER][NEUTRAL] laptop.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] So, claim number?
[AGENT][NEUTRAL] Oh, it was OK, uh, claim number 3520015.
[CUSTOMER][NEUTRAL] Does member have any other insurance?
[AGENT][NEGATIVE] Not with our company.
[CUSTOMER][NEUTRAL] Or with our company call reference number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers, but you may use my name in today's date, and [PII], is there anything, uh, it's [PII] last initial [PII], and is there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] yeah.
[CUSTOMER][POSITIVE] That's it. Thank you.
[AGENT][POSITIVE] You're welcome. Thank you for calling APL. Have a great day.
[CUSTOMER][POSITIVE] Have a good day.
[CUSTOMER][NEUTRAL] They
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I