AccountId: 011433970860
ContactId: 2e4f4b3e-b7b7-428c-9280-25bed57364da
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 287980 ms
Total Talk Time (AGENT): 77418 ms
Total Talk Time (CUSTOMER): 56385 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=-0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/2e4f4b3e-b7b7-428c-9280-25bed57364da_20250218T16:43_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm trying to get claim status, please.
[AGENT][NEUTRAL] OK, I can help you with claim status. Can I please get your name and your call back number?
[CUSTOMER][NEUTRAL] And [PII] [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Uh, patient's name is [PII] [PII] and the ID is 1075714.
[AGENT][NEUTRAL] OK, let me pull in that policy real quick.
[AGENT][NEUTRAL] OK and then um can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Um, [PII] total bill is 225.
[AGENT][NEUTRAL] Thank you and then what is the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Um, the amount that's due is $25.
[AGENT][NEUTRAL] OK and the name of the facility you're calling from, Ms. [PII]?
[CUSTOMER][NEUTRAL] Prime health physician, Doctor [PII].
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for you and I'll be right back.
[CUSTOMER][POSITIVE] Thanks.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again.
[AGENT][NEUTRAL] So I do find the client.
[CUSTOMER][NEUTRAL] Yes, hi.
[AGENT][NEUTRAL] Hi, the claim number is 3537856.
[CUSTOMER][NEGATIVE] I'm sorry, you're breaking up. 11 2nd. 1 2nd because I, you're breaking up.
[CUSTOMER][NEUTRAL] OK, go ahead. Claim number is what?
[AGENT][NEUTRAL] Yes ma'am.
[AGENT][NEUTRAL] 353-7856.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim was denied because the services were rendered after the policy terminated.
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] And what date is that process?
[AGENT][NEUTRAL] Processed on [PII].
[CUSTOMER][NEUTRAL] I'm sorry, what day?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. And if I can get the, the term date of the policy, please.
[AGENT][NEUTRAL] Yes, ma'am.
[AGENT][NEUTRAL] Policy terminated on [PII].
[CUSTOMER][NEUTRAL] Oh
[CUSTOMER][NEUTRAL] All right, and that claim number.
[AGENT][NEUTRAL] 353-785-6
[CUSTOMER][NEUTRAL] Oh, you gave that to me already. I'm sorry. OK, is there a reference number on the call or just your name in today's date?
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] My name and today's date.
[CUSTOMER][POSITIVE] Perfect. Thank you for your help.
[AGENT][POSITIVE] You're very welcome, Miss [PII]. Thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] You too.