AccountId: 011433970860
ContactId: 3c0625c0-6a31-4e7c-b6a8-1b29570766f2
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 177059 ms
Total Talk Time (AGENT): 82176 ms
Total Talk Time (CUSTOMER): 46609 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/26/3c0625c0-6a31-4e7c-b6a8-1b29570766f2_20250326T17:47_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi [PII], I'm calling because I wanted to check on a claim.
[AGENT][NEUTRAL] OK, well, I can help you with the claim status. May I have your name?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you for that. And may I have the member's policy number?
[CUSTOMER][NEUTRAL] 01051289
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] The member or the the patient?
[AGENT][NEUTRAL] Uh, the patient.
[CUSTOMER][NEUTRAL] OK, yeah, [PII], I'm probably saying that wrong, sorry, [PII].
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It's OK.
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, and the total bills?
[CUSTOMER][NEUTRAL] Um, well, it says outstanding insurance 257, so hold on, let me see.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yep, it looks like 257.
[AGENT][NEUTRAL] 257. OK, hold on one moment.
[CUSTOMER][NEUTRAL] Cleaning exam and X-ray.
[AGENT][NEUTRAL] OK, I think I just found it. It's coming up now. Hold on one moment 5.
[AGENT][NEUTRAL] And what is the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] It would have been [PII].
[AGENT][NEUTRAL] Alright, so I'm sure we received the claim on [PII].
[AGENT][NEUTRAL] [PII].
[AGENT][NEUTRAL] The claim number is 354.
[AGENT][NEUTRAL] 0642.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on [PII], the claim was denied because the services are rendered following the termination of coverage.
[AGENT][NEUTRAL] And let me see when this policy was active. So the policy was active from [PII].
[AGENT][NEUTRAL] So it wasn't active on the data service.
[CUSTOMER][NEUTRAL] Oh, that's right, OK.
[CUSTOMER][NEUTRAL] OK, I will write that on there.
[AGENT][NEUTRAL] All right, Ms. [PII], was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Nope, that's all.
[AGENT][POSITIVE] Alright, well, thank you so much for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Uh, you too, thank you. mm, uh huh bye bye.
[AGENT][POSITIVE] Thank you. Bye bye. You're welcome.
[AGENT][NEUTRAL] Bye bye.