AccountId: 011433970860
ContactId: 15b9a579-7a49-4e1e-8b70-e693aaf6f765
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 150759 ms
Total Talk Time (AGENT): 69661 ms
Total Talk Time (CUSTOMER): 40955 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/07/15b9a579-7a49-4e1e-8b70-e693aaf6f765_20250107T15:07_UTC.wav
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[AGENT][POSITIVE] Thank you for calling APL this is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII]. I'm calling from Multi-care, and I'd like to get claim status on a patient, please.
[AGENT][NEUTRAL] OK [PII], can I get a good callback number?
[CUSTOMER][NEUTRAL] Uh, my direct and secure line is [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. Can I get the policy number?
[CUSTOMER][NEUTRAL] Uh, I have 02550131.
[AGENT][NEUTRAL] OK, thank you, [PII]. Can you confirm the insured's name and date of birth for me?
[CUSTOMER][NEUTRAL] [PII], [PII], sorry.
[AGENT][NEUTRAL] OK, thank you and you said you're calling to check claim status?
[CUSTOMER][NEUTRAL] Yes, please.
[AGENT][NEUTRAL] Um, give me just a second here.
[AGENT][NEUTRAL] OK, I could definitely take a look. What's that data service and build amount?
[CUSTOMER][NEUTRAL] It is for 920 2024 through 921 24 $2,304 even.
[AGENT][NEUTRAL] OK, so the policy number that you gave me is their dental policy number. Let me give you their medical policy number.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] OK, so the policy number is 25.
[AGENT][NEUTRAL] 50129.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Let's see, so that claim number is 353-03.
[AGENT][NEUTRAL] 40
[AGENT][NEUTRAL] Um, that claim was received on [PII], processed [PII]. It did deny stating that the date of service was prior to the effective date. The insured wasn't effective until [PII].
[CUSTOMER][NEUTRAL] OK, that's what I needed to know. Can I get a reference number for today's call?
[AGENT][NEUTRAL] It's gonna be my name [PII] with the first initial and my last name [PII], and today's date. Is there anything else I can take a look at for you?
[CUSTOMER][POSITIVE] No that was it thank you so much have a great day.
[AGENT][NEUTRAL] OK, well thank you for calling APL and you do the same bye bye.
[CUSTOMER][NEUTRAL] Bye bye