AccountId: 011433970860
ContactId: 1da154b5-e6dd-4fd1-a730-e6845cc38a16
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216809 ms
Total Talk Time (AGENT): 92139 ms
Total Talk Time (CUSTOMER): 70301 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/07/1da154b5-e6dd-4fd1-a730-e6845cc38a16_20250407T14:39_UTC.wav
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[AGENT][POSITIVE] And thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Hi, my name is, uh, [PII]. I'm calling from the facility to check on the claim status.
[AGENT][NEUTRAL] I'm sure [PII] I can assist you with claim status. Um, first, could I get a good callback number just in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. Now I need the policy number, please.
[CUSTOMER][NEUTRAL] Sure. That is D as in Delta 460.
[CUSTOMER][NEUTRAL] 01958.
[AGENT][NEUTRAL] OK, that's not one of our policy numbers. Um, do you see a number that begins with 01 or 02?
[AGENT][NEUTRAL] If not, I could look up the member by the social.
[CUSTOMER][NEUTRAL] Uh,
[CUSTOMER][NEUTRAL] Yes, can you please check with the social?
[AGENT][NEUTRAL] Yes, what's the social please?
[CUSTOMER][NEUTRAL] OK, that is just a moment.
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK. Now, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK. Yes, sir. I found her in our system. And what's the date of service and bill charges on the claim you're calling about?
[CUSTOMER][NEUTRAL] Data service 6 14 2024 with the build amount $150 even.
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] It
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] OK, please repeat that date of service.
[CUSTOMER][NEUTRAL] It's uh [PII].
[AGENT][NEUTRAL] OK. Yes, sir. We did receive that claim on [PII].
[AGENT][NEUTRAL] The claim process on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEGATIVE] And this claim denied because I'm showing that the policy expired on [PII], and there are no active policies in the system.
[CUSTOMER][NEUTRAL] OK, uh, uh.
[CUSTOMER][NEUTRAL] Can you tell the policy affect you on the term date once.
[AGENT][NEUTRAL] Yes, and just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 24. OK. May I know the claim number?
[AGENT][NEUTRAL] Yes, the claim number is 351-4015.
[CUSTOMER][POSITIVE] OK. Thank you so much. Uh, may I know your name and the reference number for the call?
[AGENT][NEUTRAL] Yes, the reference number is my name and today's date. My name is [PII], um it's spelled [PII] Last initial is M [PII], and today's date is your reference number. Is there anything else that I can assist you with?
[CUSTOMER][POSITIVE] That's it for today. Thank you so much for your assistance, EV. Have a nice day. Bye.
[AGENT][NEUTRAL] You do the same, Dexter. Thank you for calling APL. bye.
[CUSTOMER][NEUTRAL] OK.