AccountId: 011433970860
ContactId: 323f574d-b98b-40d5-9f97-924dc51fe349
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 152929 ms
Total Talk Time (AGENT): 60858 ms
Total Talk Time (CUSTOMER): 55696 ms
Interruptions: 0
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/08/323f574d-b98b-40d5-9f97-924dc51fe349_20250108T13:04_UTC.wav
--------------------------------------------
[CUSTOMER][NEUTRAL] Hello.
[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yeah, my name is [PII]. I'm calling from provider's office to check the claim status.
[AGENT][NEUTRAL] I can help you, [PII]. What's the policy number?
[CUSTOMER][NEUTRAL] Uh, policy number is 024.
[CUSTOMER][NEUTRAL] 86796 M for Mary, L for Lima, 8.
[AGENT][POSITIVE] And a good phone number in case we're disconnected?
[CUSTOMER][NEUTRAL] Oh yeah, it is [PII]. It's a direct line.
[AGENT][POSITIVE] Thank you one moment.
[AGENT][NEUTRAL] And the patient's name and date of birth?
[CUSTOMER][NEUTRAL] It is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Thank you for verifying that information, [PII], and we're checking for a claim status.
[CUSTOMER][NEUTRAL] Mhm um
[AGENT][NEUTRAL] Mhm you can provide the date of service in charge please.
[CUSTOMER][NEUTRAL] Yes, [PII] and the total charge is $678 even.
[AGENT][NEUTRAL] Alright, so I showed that there were no benefits payable, um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] It looks like the primary insurance denied the charge in full, so when that happens, this policy does not cover the service either.
[CUSTOMER][NEUTRAL] Mhm mm OK.
[AGENT][NEUTRAL] And let me know when you're ready for that claim number.
[CUSTOMER][NEUTRAL] Sure.
[AGENT][NEUTRAL] That claim number?
[AGENT][NEUTRAL] It's 352-662-2. And you can also check your status on the online service center at [PII]. And did you have any other questions, [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh yes. Uh, the policy is active or not?
[AGENT][NEUTRAL] Active, the effective date is [PII]. The policy is active at this time.
[CUSTOMER][NEUTRAL] OK. There is no term date?
[AGENT][NEUTRAL] The policy is active at this time.
[CUSTOMER][NEUTRAL] OK. And can you help me with your name, with the spelling and call reference number?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] You'll use my name in today's date as reference for today's call [PII].
[AGENT][NEUTRAL] Oh NYA.
[AGENT][NEUTRAL] First initial of my last name is [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for the assistance.
[AGENT][POSITIVE] You're welcome. Thanks for calling APLN. Have a good day.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][NEUTRAL] Bye bye.