AccountId: 011433970860
ContactId: 1ce17814-bdbf-43f3-bc2d-3b98b855ffc7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 192750 ms
Total Talk Time (AGENT): 82519 ms
Total Talk Time (CUSTOMER): 66062 ms
Interruptions: 2
Overall Sentiment: AGENT=0.3, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/1ce17814-bdbf-43f3-bc2d-3b98b855ffc7_20250520T14:03_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Hi ma'am, this is [PII], and uh I'm calling from provider office and I'm looking for a claim status.
[AGENT][NEUTRAL] OK, I could check on a claim for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] The call back number is [PII].
[AGENT][NEUTRAL] Thank you. And do you have that policy number?
[CUSTOMER][NEUTRAL] The policy number is 759081.
[AGENT][NEUTRAL] OK, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] OK your name is [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] OK, the data service is uh 5-13-2024.
[AGENT][NEUTRAL] That was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, do you have that bill amount?
[CUSTOMER][NEUTRAL] 33.
[CUSTOMER][NEUTRAL] if you want.
[AGENT][NEUTRAL] I'm sorry, what was that billed amount, please?
[CUSTOMER][NEUTRAL] 33
[AGENT][NEUTRAL] $33? OK, um.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] So I will let you know, [PII], that this policy did terminate, uh, [PII]. Did you still want me to see if we've received this claim?
[CUSTOMER][NEUTRAL] Oh, for only term?
[AGENT][NEUTRAL] It turned on [PII].
[CUSTOMER][POSITIVE] Oh thank you, ma'am.
[AGENT][NEUTRAL] Sure. Did you want me to check on this claim for you still?
[CUSTOMER][NEUTRAL] Um, you can check what the policy terms, so I don't think so is.
[AGENT][NEUTRAL] It did. I didn't know if no I understand um I didn't know if you needed the claim number or anything like that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, we did receive it um did you need that claim number or the EOB or anything?
[CUSTOMER][NEUTRAL] Uh, and for what reason?
[AGENT][NEUTRAL] Uh, the, um, services were rendered after the coverage was terminated.
[CUSTOMER][NEUTRAL] You want the team number.
[AGENT][NEUTRAL] That was 356-7123.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] This claim it term, uh, this claim is denied due to the, uh, uh, claim incurred prior to coverage.
[AGENT][NEUTRAL] Services were rendered.
[AGENT][NEUTRAL] Yes, services were rendered after the coverage was terminated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Before this data service, uh, the policy already termed.
[CUSTOMER][NEUTRAL] OK, thank you, ma'am. Give me the reference number.
[AGENT][NEUTRAL] It's uh my first name, last initial, and today's date, so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] No ma'am, thank you.
[AGENT][POSITIVE] Alright, thanks for calling APL. Have a great rest of your day.