AccountId: 011433970860
ContactId: 48ab48f5-8239-4148-8b33-9f5fc4d85369
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232279 ms
Total Talk Time (AGENT): 83038 ms
Total Talk Time (CUSTOMER): 61134 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/48ab48f5-8239-4148-8b33-9f5fc4d85369_20250617T21:17_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], this is [PII] from BHS Harlingen Hospital checking on the claim status.
[AGENT][POSITIVE] OK, well, I'll be more than happy to help you with the claim status, and [PII], may I have a good contact number in case we're disconnected?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[AGENT][NEUTRAL] Thank you. May I have the member's policy number?
[CUSTOMER][NEUTRAL] Yes. All right. So it's 02326767.
[AGENT][NEUTRAL] I'm sorry, the phone is breaking up. Can you repeat that, please?
[CUSTOMER][NEUTRAL] 0232676.
[AGENT][NEUTRAL] 023267-667
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] Yes, it's for uh [PII]. Date of birth [PII].
[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 and the total bills for the claim?
[CUSTOMER][NEUTRAL] Yes, it's for date of service of [PII] build amount of $33,773.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] No.
[AGENT][NEUTRAL] Alright, and can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] VHS Harlingen Hospital.
[AGENT][NEUTRAL] OK, here we go.
[AGENT][NEUTRAL] So I'm showing the claim was received.
[AGENT][NEUTRAL] On [PII].
[AGENT][NEUTRAL] The claim number is 361-0227.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And on on [PII], the claim was denied?
[AGENT][NEUTRAL] Because the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] So when was the uh policy of the patient terminated?
[AGENT][NEUTRAL] And this policy
[AGENT][NEUTRAL] This policy was active from [PII].
[CUSTOMER][NEUTRAL] All right, OK, can you please provide a reference for the call?
[AGENT][NEUTRAL] I'm sorry, did I say [PII]? I meant to say [PII]. My apologies if I said May.
[CUSTOMER][POSITIVE] Oh, OK. All right. Thank you for that.
[AGENT][POSITIVE] You're welcome. Was there anything else I can assist you with today?
[CUSTOMER][NEUTRAL] Uh, no, that would be all. Can you just, uh, uh, can you, you just provide a reference for the call?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name and today's date. First initial to my last name is [PII].
[CUSTOMER][POSITIVE] All right, thank you, [PII]. Have a good day.
[AGENT][POSITIVE] You're welcome. You also, and thanks for calling [PII]. Bye-bye.
[CUSTOMER][NEUTRAL] Bye bye.