AccountId: 011433970860
ContactId: 34511594-fddc-4083-83f1-2041c90d95a7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 190949 ms
Total Talk Time (AGENT): 79231 ms
Total Talk Time (CUSTOMER): 68737 ms
Interruptions: 1
Overall Sentiment: AGENT=0, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/02/34511594-fddc-4083-83f1-2041c90d95a7_20250602T17:46_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hey, this is [PII] calling from provider office. I need a claim status of a claim.
[AGENT][NEUTRAL] OK, I could check on that claim for you. [PII], can I get a good call back number from you first in case we're disconnected?
[CUSTOMER][NEUTRAL] Yeah, the, and the callback number is [PII].
[AGENT][NEUTRAL] Thank you. And then do you have that policy number?
[CUSTOMER][NEUTRAL] Uh yeah. 01893227.
[AGENT][NEUTRAL] OK, and then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Yeah, it's [PII].
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. what was the date of service for this claim?
[CUSTOMER][NEUTRAL] It's [PII], sorry, it's [PII].
[AGENT][NEUTRAL] OK, that was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK. Uh, so I will tell you, [PII], that this policy terminated [PII]. Um, I did just check and they did not have anything active after that. Do you still want me to check to see if we received this claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] What was the uh what's the name of the provider or the facility that this was for?
[CUSTOMER][NEUTRAL] Uh, it's the provider name is Alfred, Alfred Calman, and the facility name is Oncology and Hematology Associates of West Broward.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Got it. OK, so yes, we did receive this claim. Of course, we were unable to pay a benefit as the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is there any other insurance active?
[AGENT][NEGATIVE] Not with us, not that I can see with us.
[CUSTOMER][NEUTRAL] Do you have any information about that?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Can I have the caller reference number?
[AGENT][NEUTRAL] Reference number would be my first name, last initial, and today's date. Uh so my name is spelled [PII] Last initial [PII]
[AGENT][NEUTRAL] Did you need this claim number, [PII]?
[CUSTOMER][NEUTRAL] Uh, I need the termination date for the policy. What is that?
[AGENT][NEUTRAL] Yeah, that term date was [PII].
[CUSTOMER][NEUTRAL] OK. And what's the claim number?
[AGENT][NEUTRAL] That is 353 9.
[AGENT][NEUTRAL] 623.
[CUSTOMER][POSITIVE] OK. Thank you for your assistance. Have a good day.
[AGENT][POSITIVE] Of course. Thanks for calling APL. You too. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.