AccountId: 011433970860
ContactId: 28009055-ac81-4dc8-b662-06bd91351fe2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269809 ms
Total Talk Time (AGENT): 101637 ms
Total Talk Time (CUSTOMER): 66832 ms
Interruptions: 0
Overall Sentiment: AGENT=1.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/27/28009055-ac81-4dc8-b662-06bd91351fe2_20250227T14:09_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling American Public Life. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from Altman Orville Hospital to check on a claim status.
[AGENT][NEUTRAL] OK, [PII], sure, I can help you with that. Um, [PII], what, what hospital are you with?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Is that [PII]?
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah, yeah.
[CUSTOMER][NEUTRAL] And then [PII]
[AGENT][NEUTRAL] OK, and [PII], what is a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII]. That's a direct line.
[AGENT][NEUTRAL] OK, thank you, [PII], and sure I can help you with the status of that. Uh, are you wanting the status of the claim or claim uh eligibility?
[CUSTOMER][NEUTRAL] Status of the claim.
[AGENT][NEUTRAL] OK, sure, I can help you with the status of that claim. What is that policy number?
[CUSTOMER][NEUTRAL] Um, it looks like D 404-083-50.
[AGENT][NEUTRAL] That's not one of our numbers. Um, I can, do you happen to have her social the patient's social security number?
[CUSTOMER][NEUTRAL] Yes, give me a second.
[CUSTOMER][NEUTRAL] Um, it's [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][POSITIVE] Thank you [PII] let me try it that way.
[AGENT][NEUTRAL] And what's the name of the patient?
[CUSTOMER][NEUTRAL] Um, it's [PII].
[AGENT][NEUTRAL] OK. And do you have his date of birth?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, [PII]. Give me a few more minutes and let me pull up this information.
[AGENT][NEUTRAL] And what is that data service?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] OK, it looks like we received that claim on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[AGENT][NEUTRAL] Um, and it was denied the charges submitted are not payable because the policy, um, they were the data services after the policies.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] I'm sorry, um, prior to the policy's effective date.
[AGENT][NEUTRAL] Uh, the date of service or an effective date is [PII].
[CUSTOMER][NEUTRAL] OK, so
[CUSTOMER][NEUTRAL] OK, so effective date.
[CUSTOMER][NEUTRAL] Was [PII].
[AGENT][NEUTRAL] No, [PII].
[CUSTOMER][NEUTRAL] OK, March.
[CUSTOMER][NEUTRAL] [PII], so it denied because they didn't have coverage before the date of er.
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] And then do you, what was your name?
[AGENT][NEUTRAL] My name is [PII].
[CUSTOMER][NEUTRAL] And then do you have a reference number?
[AGENT][NEUTRAL] You can use my name and today's date?
[CUSTOMER][POSITIVE] OK, thank you for your time today.
[AGENT][POSITIVE] My pleasure. Is there anything else I can help you out with, [PII]?
[CUSTOMER][NEUTRAL] No, that was it.
[AGENT][POSITIVE] I said, well, you have a wonderful day, [PII] and thank you for calling American Public Life.
[CUSTOMER][NEUTRAL] You too bye.
[AGENT][POSITIVE] Thank you. Goodbye.