AccountId: 011433970860
ContactId: 333a38d5-a577-4625-98ae-cda2f9251b7d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 143850 ms
Total Talk Time (AGENT): 51869 ms
Total Talk Time (CUSTOMER): 51009 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.7, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/333a38d5-a577-4625-98ae-cda2f9251b7d_20250617T20:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Uh, yes, ma'am. Um, I'm calling for payment details on a medical claim.
[AGENT][NEUTRAL] OK, are you with the provider or is it for yourself?
[CUSTOMER][NEUTRAL] Provider.
[AGENT][NEUTRAL] OK. And could I get your name and a good call back?
[CUSTOMER][NEUTRAL] It's [PII] and it's [PII].
[AGENT][NEUTRAL] OK, thank you, [PII]. And do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] I have 1914305.
[CUSTOMER][NEUTRAL] I'm sorry, you just said your name. I didn't write it down.
[AGENT][NEUTRAL] Um, it's [PII].
[CUSTOMER][POSITIVE] Certainly, thank you.
[AGENT][NEUTRAL] And then what about the patient name and date of birth?
[CUSTOMER][NEUTRAL] Uh, [PII] [PII].
[AGENT][NEUTRAL] OK, do you have the date of service and bill charges?
[CUSTOMER][NEUTRAL] It's 5525, 11,0004 10.
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Um, did get an EOB dated 62 about the premiums not being paid up to date.
[CUSTOMER][NEUTRAL] Then if it's not payable, so I if they paid it.
[AGENT][NEUTRAL] Uh
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] Um, no, that looks like this policy termed in [PII]. Let me see if it's.
[CUSTOMER][NEUTRAL] What?
[AGENT][NEUTRAL] Yeah, yeah.
[AGENT][NEUTRAL] [PII], yeah, I don't know why they use that um.
[CUSTOMER][NEUTRAL] That's [PII].
[AGENT][NEGATIVE] Denial, it really should just be um the policies termed uh.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Yeah, we have, we definitely haven't received payment. Goodness gracious.
[CUSTOMER][NEUTRAL] And what was the
[CUSTOMER][NEUTRAL] When was the claim received?
[AGENT][NEUTRAL] Uh it was received.
[AGENT][NEGATIVE] Uh, I received 5:30, 25, and then denied 6225.
[CUSTOMER][NEUTRAL] Yes ma'am.
[CUSTOMER][NEUTRAL] Alright, is there a call reference number?
[AGENT][NEUTRAL] Uh, it's my name is [PII], and today's date.
[CUSTOMER][POSITIVE] Alright thank you have a good day.
[AGENT][POSITIVE] OK, thanks for calling APL. Have a good evening bye bye.
[CUSTOMER][NEUTRAL] Alright bye bye.