AccountId: 011433970860
ContactId: 515bfc12-f463-47f2-baf4-2d7623208064
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198039 ms
Total Talk Time (AGENT): 62694 ms
Total Talk Time (CUSTOMER): 69431 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/515bfc12-f463-47f2-baf4-2d7623208064_20250516T18:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Oh, hi, my name is [PII] calling from office to check claim and last name initial [PII].
[AGENT][NEUTRAL] OK, I can check on a claim for you. Um, [PII], can I get a good call back number from you first in case we're disconnected please?
[CUSTOMER][NEUTRAL] Uh, sure, the callback number is [PII] [PII].
[AGENT][NEUTRAL] Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh yes, I do have the policy number.
[CUSTOMER][NEUTRAL] That is 960.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] 812
[AGENT][NEUTRAL] And then what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] The member name is [PII].
[CUSTOMER][NEUTRAL] [PII] and the date of birth is
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that and what was the date of service for this claim, please?
[CUSTOMER][NEUTRAL] The date of service is [PII] total charge $332 even.
[AGENT][NEUTRAL] I'm sorry, that was $332?
[CUSTOMER][NEUTRAL] Uh yes.
[AGENT][NEUTRAL] OK, and that was [PII]?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] OK, so I will tell you, [PII], that this policy did terminate, uh, [PII]. Did you still want me to see if we received this claim?
[CUSTOMER][NEUTRAL] Uh yes, I have the claim number if you want to upload the claim number.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] 359-688-84
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so of course this claim did deny [PII] as the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK, so the claim is denied for the services were rendered after the cover coverage was terminated, right?
[AGENT][NEUTRAL] The, yes, this policy terminated [PII].
[CUSTOMER][NEUTRAL] [PII]. And does the member have any other active health coverage?
[AGENT][NEGATIVE] Not with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh can you please provide me, uh can you please spell your name for me?
[AGENT][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] Was there anything else I could help you with [PII]?
[CUSTOMER][POSITIVE] Uh, no, thank you so much. Can you provide me the call reference number?
[AGENT][NEUTRAL] A reference number would just be my first name, last initial, and today's date. Uh, so my last initial is A.
[CUSTOMER][POSITIVE] OK, thank you so much, [PII], for your assistance. I'm done with the claim. You have a great day.
[AGENT][NEUTRAL] Of course.
[AGENT][POSITIVE] Of course thanks have a great day bye bye.