AccountId: 011433970860
ContactId: 1e9420f8-be89-44e0-a2d7-15d8deff1b54
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 272750 ms
Total Talk Time (AGENT): 104868 ms
Total Talk Time (CUSTOMER): 103288 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/13/1e9420f8-be89-44e0-a2d7-15d8deff1b54_20250513T18:34_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII] calling from provider's office to check on our claim status.
[AGENT][NEUTRAL] OK, I could check on a client for you. Uh, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, my callback number is.
[CUSTOMER][NEUTRAL] [PII]. It is a direct line.
[AGENT][NEUTRAL] OK, thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] 01375130
[AGENT][NEUTRAL] Alright, and what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] OK. My name is [PII], and date of birth is [PII].
[AGENT][NEUTRAL] OK, and uh thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] OK. Data service is gonna be [PII] and for the bill amount of $175 even.
[AGENT][NEUTRAL] OK, so I will tell you, [PII], that this policy did terminate [PII]. I did just check to see, and they had no other policies with us, so there was not a policy active during that date of service. Do you still want me to check to see if that claim was received?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yes, because uh we have received an AOB which is denied for duplicate. That's why I'm
[AGENT][NEUTRAL] Oh, I see. OK, I can get you that original claim. Give me just a moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so I do have that original claim. um, I can get you that claim number and I can also, uh, fax you this EOB as well.
[CUSTOMER][NEUTRAL] Can I have the claim number?
[AGENT][NEUTRAL] That is 342-503-6.
[CUSTOMER][NEUTRAL] And do you have the status for the claim?
[AGENT][NEGATIVE] It did deny as services were rendered after the uh coverage was terminated.
[CUSTOMER][NEUTRAL] OK, so this is.
[CUSTOMER][NEUTRAL] All rendered after the coverage terminated, OK.
[CUSTOMER][NEUTRAL] Can I have the claim receive date and denial date?
[AGENT][NEUTRAL] Yes, one moment.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so this claim was received [PII].
[AGENT][NEUTRAL] And it did uh process on [PII].
[CUSTOMER][NEUTRAL] OK. And also, can I have the effective date? I got the term date that was [PII].
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yes, the effective date was [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Thank you. And no other coverage, right?
[AGENT][NEUTRAL] Oh, that's correct, not with us.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, and did you see any other insurance on file for the member?
[AGENT][NEGATIVE] No, again, not, not with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, thank you. And can I have the card reference number?
[AGENT][NEUTRAL] Uh, yeah, that would just be my first name, last initial, and today's date. So my name is spelled [PII], last initial is [PII] Uh did you need me to fax this EOB to you or anything?
[CUSTOMER][NEUTRAL] No need for that. It's just a dinner plan, right, OK.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, so was there anything else I can help you with?
[CUSTOMER][POSITIVE] OK, thank you.
[CUSTOMER][POSITIVE] Mm, for today, nothing else. Thank you for helping me on this line.
[AGENT][POSITIVE] Alright, yeah, of course, thanks for calling APL. I hope you have a great rest of your day.
[CUSTOMER][POSITIVE] Have a great day bye.
[AGENT][POSITIVE] Thank you. Bye-bye.