AccountId: 011433970860
ContactId: 25e5649d-53e4-4128-9f31-04ce465e278e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 208919 ms
Total Talk Time (AGENT): 75213 ms
Total Talk Time (CUSTOMER): 46587 ms
Interruptions: 0
Overall Sentiment: AGENT=2, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/24/25e5649d-53e4-4128-9f31-04ce465e278e_20250424T17:40_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII], and I'm calling in regards to a claim status for a member.
[AGENT][NEUTRAL] OK, sure, I can assist you with claim status, Ms. [PII]. May I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] It is Protestant Memorial Hospital.
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Yes, it is 024.
[CUSTOMER][NEUTRAL] 663-49.
[AGENT][POSITIVE] Thank you. One moment.
[CUSTOMER][NEUTRAL] Mm
[AGENT][POSITIVE] It's gonna be one more minute. I'm so sorry.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, what's the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][POSITIVE] Perfect. And may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, billed amount is $2510.
[AGENT][NEUTRAL] Alright, let me see if I can find this claim, and that was [PII], correct?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, let me see.
[AGENT][NEUTRAL] 853
[AGENT][NEUTRAL] OK, so it's processed twice.
[AGENT][NEUTRAL] 3556757 is the original.
[AGENT][NEUTRAL] OK, so it looks like um
[AGENT][NEUTRAL] The claim was denied because our records indicate that the premium for the date of service was not received. Um, this policy is terminated.
[AGENT][POSITIVE] [PII].
[CUSTOMER][NEUTRAL] OK, what is the term date?
[AGENT][NEUTRAL] OK. Termination date is [PII].
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] Alright, and may I have a call reference number?
[AGENT][NEUTRAL] We don't have reference numbers. You can use my name in today's date if you will.
[CUSTOMER][POSITIVE] OK, alright, well thank you for your help today.
[AGENT][NEUTRAL] You need to spell it?
[AGENT][POSITIVE] You're welcome, [PII]. Thank you for calling APL. Have a good day.
[CUSTOMER][NEUTRAL] You too.
[AGENT][POSITIVE] Thank you. Bye-bye.