AccountId: 011433970860
ContactId: 1fd1bea1-f574-438a-b772-71cad3eb0c9d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 261678 ms
Total Talk Time (AGENT): 54774 ms
Total Talk Time (CUSTOMER): 111449 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/02/1fd1bea1-f574-438a-b772-71cad3eb0c9d_20250502T19:30_UTC.wav
--------------------------------------------
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider office, and I'm looking for general claim status.
[AGENT][NEUTRAL] OK, and what, what was your name?
[CUSTOMER][NEUTRAL] Uh, [PII].
[AGENT][NEUTRAL] How do you spell that?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, do you have the policy number?
[CUSTOMER][NEUTRAL] Uh yes, one moment.
[CUSTOMER][NEUTRAL] Oh, OK, OK.
[CUSTOMER][NEUTRAL] 915-366.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] OK, one moment.
[CUSTOMER][NEUTRAL] Uh, my mother is.
[CUSTOMER][NEUTRAL] [PII], date of birth, [PII].
[CUSTOMER][NEUTRAL] Bye.
[AGENT][NEUTRAL] You have a good callback number?
[CUSTOMER][NEUTRAL] [PII]. And it's a direct line.
[AGENT][NEUTRAL] Thank you. And the date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, one moment.
[CUSTOMER][NEUTRAL] Date of service, [PII].
[CUSTOMER][NEUTRAL] And total charges $597 even.
[AGENT][NEUTRAL] And the claim was received on [PII].
[AGENT][NEUTRAL] Process 114 2025.
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Services were rendered after coverage was terminated.
[AGENT][NEUTRAL] Termination date is [PII].
[CUSTOMER][NEUTRAL] And provide me this claim number.
[AGENT][NEUTRAL] 3551563.
[CUSTOMER][NEUTRAL] 3551563, correct?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] And did you have another active coverage plan information for this member for the data of service?
[AGENT][NEUTRAL] Uh, I don't show any other coverage.
[CUSTOMER][NEUTRAL] OK, just provide me the.
[CUSTOMER][NEUTRAL] Then I, can you fax me the deny DOB?
[AGENT][NEUTRAL] What's your facts?
[CUSTOMER][NEUTRAL] One moment, pull it out for you.
[CUSTOMER][NEUTRAL] OK. 3473416976 and mark attention my name to it.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'll get that faxed over. It takes about 5 minutes.
[CUSTOMER][NEUTRAL] OK. And one more claim for you for the same member with different date of service.
[AGENT][NEUTRAL] What's the date of service?
[CUSTOMER][NEUTRAL] [PII] with total charges $230 even. And as the policy terminated so this might be.
[CUSTOMER][NEGATIVE] Not gonna process.
[AGENT][NEUTRAL] Yeah, it's terminated so it didn't process.
[CUSTOMER][NEUTRAL] Uh, but, uh, do you have denied idea of this claim?
[AGENT][NEUTRAL] Um, I don't have a claim actually for that build charges of different build charges.
[CUSTOMER][NEUTRAL] Oh, so doesn't matter that the policy terminated you can confirm from the side. So why don't just call the first number.
[AGENT][NEUTRAL] It's my name, [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you very much, [PII], for your time. Have a nice day. Happy birthday.
[AGENT][POSITIVE] Thank you for calling APL. You as well. Bye bye.