AccountId: 011433970860
ContactId: 15694168-d501-48fb-b605-a14f8a591a16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 413500 ms
Total Talk Time (AGENT): 90079 ms
Total Talk Time (CUSTOMER): 152743 ms
Interruptions: 2
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/19/15694168-d501-48fb-b605-a14f8a591a16_20250319T18:08_UTC.wav
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[AGENT][NEUTRAL] Calling APL, this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, [PII]. This is [PII].
[CUSTOMER][NEUTRAL] Calling from Memory Sequoya Memorial Hospital. How are you today?
[AGENT][POSITIVE] I'm good. How are you?
[CUSTOMER][POSITIVE] Yeah, I'm great. Thanks for asking.
[CUSTOMER][NEUTRAL] I'm looking for the claim status, sir.
[AGENT][NEUTRAL] What's the patient's policy number?
[CUSTOMER][NEUTRAL] Uh, yeah, just give me one second.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] The patient policy is
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] 1359345.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] It's uh [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Data service
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] Or [PII].
[AGENT][NEUTRAL] And the build them out?
[CUSTOMER][NEUTRAL] Yeah, the amount is $1,537.70.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And you said, I'm sorry, repeat that one more time, $1,037.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] $1,537.70.
[AGENT][POSITIVE] Thank you so much.
[CUSTOMER][NEUTRAL] OK, we'll
[AGENT][NEUTRAL] So it looks like we did receive a claim for the state of service. claim was received [PII].
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Claim was denied services were rendered after the coverage was terminated.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Coverage.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Could you please give me the claim number?
[AGENT][NEUTRAL] Claim number is 3559077.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] And could you please give me the uh effective and term date for the patient?
[AGENT][NEUTRAL] Effective date on the policy was [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII] and term date is?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] He like that.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII]. Uh we filed this claim because previously we
[CUSTOMER][NEUTRAL] Gather the information as on the call. The policy effective on [PII] and term is [PII]. That's why we
[CUSTOMER][NEUTRAL] Uh, file the claim.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK, I apologize. That's not the information that I see. I'm showing the effective date [PII], terminating [PII].
[CUSTOMER][NEUTRAL] Mhm. OK. And is there any portal that we can check?
[AGENT][NEUTRAL] I'm sorry, is there any portal?
[CUSTOMER][NEUTRAL] Yeah, provider portal from your site insurance.
[AGENT][NEUTRAL] You can check the portal. Our website is [PII].
[CUSTOMER][NEUTRAL] Well.
[CUSTOMER][NEUTRAL] [PII]. It is open portal or credential.
[AGENT][POSITIVE] Correct.
[AGENT][NEUTRAL] You would have to create a login as a provider.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Mm OK.
[CUSTOMER][NEUTRAL] Uh, sir, could you please, uh, just give me one second. I'm just checking one thing, OK.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Please be online.
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah. Yeah, hey, thank you, [PII], for being on hold.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Mm, so could you please get
[AGENT][NEUTRAL] Is there anything else I can check on for you?
[CUSTOMER][NEUTRAL] Uh, yeah, no, sir. Thank you very much. Please give me the card reference number.
[AGENT][NEUTRAL] Call reference is my name with my last initial, then today's date. My name again is [PII], that's [PII] Last initial is [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII], and today's date.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you, sir. Have a good day.
[AGENT][NEUTRAL] You too bye bye.
[CUSTOMER][NEUTRAL] Bye.