AccountId: 011433970860
ContactId: 4ec67ffd-2519-4c76-a7b9-b054e9e96bce
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 335429 ms
Total Talk Time (AGENT): 89584 ms
Total Talk Time (CUSTOMER): 102928 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/26/4ec67ffd-2519-4c76-a7b9-b054e9e96bce_20250626T13:34_UTC.wav
--------------------------------------------
[AGENT][POSITIVE] Good morning. Thank you for calling APL. This is [PII]. How may I assist you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] from Doercowa office to check on our claim status.
[AGENT][POSITIVE] OK, sure, I can assist you with claim status.
[AGENT][NEUTRAL] And how do you spell your name?
[CUSTOMER][NEUTRAL] It'll be [PII].
[AGENT][POSITIVE] Thank you, Mr. [PII]. And may I have a callback number just in case we get disconnected?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And may I have the patient's policy number?
[CUSTOMER][NEUTRAL] Sure, it's going to be 01845976.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] And may I have the name of the facility you're calling from?
[CUSTOMER][POSITIVE] It'll be better cover pain and pain rehabilitation.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Alright.
[AGENT][NEUTRAL] May I have the name and date of birth of the patient?
[CUSTOMER][NEUTRAL] First name I'm gonna spell it to you it's gonna be [PII]. Last name [PII] for the date of birth [PII].
[AGENT][NEUTRAL] Thank you and may I have the date of service and the amount of the claim?
[CUSTOMER][NEUTRAL] It would be [PII] and the total charge 325 totals even.
[AGENT][NEUTRAL] OK, thank you. One moment, let me see if I can find this claim. And for future, you can check claim status online through our website at [PII].
[CUSTOMER][POSITIVE] You're welcome.
[AGENT][NEUTRAL] And let's see, one moment, let me pull this information.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, looks like we received this claim on [PII], processed [PII].
[CUSTOMER][NEUTRAL] All right.
[AGENT][NEGATIVE] And a claim was denied. The reason for this denial is that the service was rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] OK, so the policy was eliminated by the dealer service?
[AGENT][NEUTRAL] Yes, and the termination date on this policy is
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] OK, alright, thanks for let me know.
[CUSTOMER][NEUTRAL] So what would be the claim number?
[AGENT][NEUTRAL] OK, claim number is 359-0331.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] What am I gonna repeat about 359-033-1?
[AGENT][NEUTRAL] Yes, mhm.
[CUSTOMER][NEUTRAL] OK and you said that it was processed and denied on the.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Alright, thanks for letting me know what would be the reference number for this integration and that'll be it for now.
[AGENT][NEUTRAL] We don't have reference numbers, you can use my name in today's date if you like.
[CUSTOMER][NEUTRAL] Um, what would be the, the spelling of your name, please?
[AGENT][NEUTRAL] Sure, that's [PII], and that's initial [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much. So I do appreciate it. I hope that you have a wonderful rest of your day. It was my pleasure to get you on the line. Bye bye.
[AGENT][POSITIVE] Mhm. Thank you for calling APO. Have a good day, Mr. [PII]. Mm bye.