AccountId: 011433970860
ContactId: 4cd35d55-8633-4109-b918-1d2faacc4359
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159460 ms
Total Talk Time (AGENT): 67740 ms
Total Talk Time (CUSTOMER): 69789 ms
Interruptions: 0
Overall Sentiment: AGENT=1.2, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/14/4cd35d55-8633-4109-b918-1d2faacc4359_20250114T16:18_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. My name is [PII]. I'm calling on behalf of the provider and I would like to check on the claim status for um the patient.
[AGENT][NEUTRAL] I'm sure, [PII] I can assist you with claim status. Um, first, I'll need a good callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Mhm, yeah, sure. It's [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. Thank you. Now, I need the policy number, please.
[CUSTOMER][NEUTRAL] It's 01829409 M for Mary, L for Lima, number 8.
[AGENT][NEUTRAL] Thank you. Now please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yes, sure. OK, patient's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK. Thank you and just let me advise you that verification of coverage does not guarantee payment of claims. I'm showing the effective date on this policy was [PII] and this policy actually expired on [PII] and I'm not showing any active policies on file.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK, yeah, that's when um I'm calling because we sent the claim.
[CUSTOMER][NEUTRAL] Um, but it says that the services was surrendered after the coverage was terminated and I just wanted to make sure.
[AGENT][NEUTRAL] OK. And what's the date of service on the claim?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Yeah, it's for [PII].
[AGENT][NEUTRAL] OK. Yes, ma'am. I do show that claim on filing. Yes, that's why I denied because the services, um, the policy was no longer active.
[CUSTOMER][POSITIVE] Mm OK OK perfect thank you so much.
[AGENT][NEUTRAL] OK
[CUSTOMER][NEUTRAL] All right then.
[CUSTOMER][NEUTRAL] Um, can I get the reference number?
[AGENT][NEUTRAL] Um, yes, the call reference number is my name and today's date. Um my name is [PII]. It's spelled [PII] Last [PII] is [PII] and today's date. Um, is there anything else that I can assist you with?
[CUSTOMER][NEUTRAL] Um, no, I think that will be, so you said that your last name initial is?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][POSITIVE] OK all right perfect thank you so much.
[AGENT][POSITIVE] OK, thank you, [PII] for calling ATL. You have a great day. Mm bye.
[CUSTOMER][POSITIVE] You too thank you bye.
[AGENT][POSITIVE] You're welcome.