AccountId: 011433970860
ContactId: 2d7bdb3e-d2e8-4152-8fd2-c02807522c35
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 199119 ms
Total Talk Time (AGENT): 67216 ms
Total Talk Time (CUSTOMER): 91028 ms
Interruptions: 1
Overall Sentiment: AGENT=0.9, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/10/2d7bdb3e-d2e8-4152-8fd2-c02807522c35_20250610T19:16_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi [PII], my name is [PII] with Amelia urgent care, and I am a little bit confused. Um, I had a patient present with the American Public Life Secondary Insurance and we billed to that, but then I got a rejection letter in the mail from somewhere called IMA, and they said the insured is not found in BSC's membership file. Is that connected to you? Smart Data Solutions?
[AGENT][NEUTRAL] Uh, I'm not sure. I'm sorry. What was your name?
[CUSTOMER][NEUTRAL] I'm not sure either. My name is [PII].
[AGENT][NEUTRAL] [PII], OK. And do you have a callback number I can get in case we get disconnected I can call you back?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Do you have their policy number with us?
[CUSTOMER][NEUTRAL] I do. I'm on the card it says 02145801.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you said you got a rejection on a claim that you sent to us?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Well, I, I think it, it is a rejection, but I'm not sure that the rejection is from you. I don't know where this is from. It just says BIC and IMA. It doesn't give me.
[CUSTOMER][NEUTRAL] A name.
[AGENT][NEUTRAL] OK. Um,
[CUSTOMER][NEUTRAL] Do you see a claim on file for date of service for [PII]?
[AGENT][NEUTRAL] 11:25.
[AGENT][NEUTRAL] 24.
[CUSTOMER][NEUTRAL] 411.
[CUSTOMER][NEUTRAL] No, 4 11:25.
[AGENT][NEUTRAL] 11:25. Sorry about that. Hold on just a moment, I'll look for you. It could be that he has two different policies with us. I'm not sure.
[CUSTOMER][POSITIVE] OK thanks.
[CUSTOMER][NEUTRAL] Could be.
[AGENT][NEUTRAL] OK. We do not have the claim on this policy. Let me see if he has other policies.
[AGENT][NEUTRAL] I'm not showing any other policy, so I'm not sure how they got that. Would you like to fax it to us?
[CUSTOMER][NEUTRAL] OK. Can I, um.
[CUSTOMER][NEUTRAL] I would, but let me first just ask you if he has benefits, um, if he even had benefits on this state of service.
[AGENT][NEUTRAL] Yes, ma'am. His policy is still active.
[CUSTOMER][POSITIVE] OK, yep, I would love to fax this over. What fax number do I send it to you?
[AGENT][NEUTRAL] It is [PII] inten claims.
[CUSTOMER][NEUTRAL] Attention claims, OK.
[CUSTOMER][POSITIVE] OK, I will get it faxed over today. Thank you so much.
[AGENT][POSITIVE] You're welcome. Thank you, [PII], for calling APA. You have a good day.
[CUSTOMER][NEUTRAL] You too. Bye-bye.
[AGENT][POSITIVE] Thank you. Bye-bye.