AccountId: 011433970860
ContactId: 173921d8-ea33-4bce-872e-d92243a396ac
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 213470 ms
Total Talk Time (AGENT): 95417 ms
Total Talk Time (CUSTOMER): 54758 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/07/173921d8-ea33-4bce-872e-d92243a396ac_20250307T19:23_UTC.wav
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[AGENT][POSITIVE] Afternoon, thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, I'm checking on a claim please.
[AGENT][POSITIVE] Oh, it would be my pleasure to assist you. May I ask your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] Thank you [PII] and a callback number?
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient?
[AGENT][NEUTRAL] [PII], do you have that policy number?
[CUSTOMER][NEUTRAL] I'm sorry, the ID number you said?
[AGENT][NEUTRAL] Yes, please.
[CUSTOMER][NEUTRAL] 02440127
[AGENT][NEGATIVE] I was afraid I lost you.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][POSITIVE] I'm glad I got that callback number. I'm fixing to call her back.
[CUSTOMER][NEUTRAL] Nope, still here.
[AGENT][NEUTRAL] What is the patient's name and date of birth, please, ma'am?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] All right, thank you, and I can help you with that claim status for [PII]. What is the data service?
[CUSTOMER][NEUTRAL] 111 2023, that's for $1,589.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What's the, um,
[AGENT][NEUTRAL] Billing provider name.
[CUSTOMER][NEUTRAL] Ortho, Florida.
[AGENT][NEUTRAL] OK, let me check that for you.
[AGENT][NEUTRAL] We received that claim on [PII], processed on [PII].
[CUSTOMER][NEUTRAL] Of of what of this year or?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, so you received it on [PII] and processed it on [PII].
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the charges submitted are not payable because services were rendered prior to the policy's effective date.
[AGENT][NEUTRAL] Now that [PII] um for 111.
[AGENT][NEUTRAL] Her policy's effective date was [PII].
[AGENT][NEUTRAL] And so for that date of service [PII] was prior to the effective date.
[CUSTOMER][NEUTRAL] OK, so she didn't have uh coverage with you as of then?
[AGENT][NEUTRAL] That's correct. That began on [PII], and I can provide that claim number if you need it.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yeah, please.
[AGENT][NEUTRAL] Claim number is 357.
[AGENT][NEUTRAL] 2654.
[CUSTOMER][NEUTRAL] OK, and I'm sorry, what was your name?
[AGENT][NEUTRAL] My name is [PII]
[AGENT][NEUTRAL] First initial last name [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, and just a uh reference number please?
[AGENT][NEUTRAL] Reference number is my name as in today's date.
[CUSTOMER][POSITIVE] OK, thank you very much.
[AGENT][POSITIVE] It's my pleasure to assist you, [PII]. Thank you for calling APL and I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thanks you too.
[AGENT][POSITIVE] Thank you. Bye bye.
[CUSTOMER][POSITIVE] Thanks bye.