AccountId: 011433970860
ContactId: 51717fb1-90e3-49db-8154-ee9c7a99565b
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 220759 ms
Total Talk Time (AGENT): 63740 ms
Total Talk Time (CUSTOMER): 58549 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/12/51717fb1-90e3-49db-8154-ee9c7a99565b_20250312T17:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi sir, my name is [PII], and I'm calling from Endocrine Consultants of Mid Michigan. I was calling to status of claim and hopefully verify that you have them on file.
[AGENT][NEUTRAL] OK, [PII], I'm happy to check on a claim today. What's the patient's policy number?
[CUSTOMER][NEUTRAL] It is.
[CUSTOMER][NEUTRAL] 024.
[CUSTOMER][NEUTRAL] 947-71
[AGENT][NEUTRAL] Alright, let me pull this up here.
[AGENT][NEUTRAL] And if I can get patient's name and date of birth?
[CUSTOMER][NEUTRAL] First name [PII], last name [PII].
[CUSTOMER][NEUTRAL] Date of birth [PII].
[AGENT][NEUTRAL] All right, thank you for that and then date of service?
[CUSTOMER][NEUTRAL] [PII] for $235.
[AGENT][NEUTRAL] OK, let me take a look here.
[AGENT][NEUTRAL] OK. Thank you for your patience on that, [PII]. So it looks like we did receive a claim. A claim was received on [PII]. Uh, the claim was denied. It looks like uh patient wasn't active at the time of service. Their plan terminated on [PII].
[CUSTOMER][NEUTRAL] [PII]. OK, so then my other data service wouldn't be.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEGATIVE] Would be denied as well because that's later in the month.
[CUSTOMER][NEUTRAL] OK, could I have a
[CUSTOMER][NEUTRAL] Um, and you don't know of any other insurance the patient may have, correct?
[AGENT][NEUTRAL] Yeah, I, I, correct, yeah, I don't see any other active plans with us.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, um, and can I have a call reference number? Do you give those out or?
[AGENT][NEUTRAL] Absolutely, [PII]. So that's my name with my last initial and then today's date. My name is [PII], which is [PII] Last initial is [PII].
[CUSTOMER][POSITIVE] OK perfect thank you so very much and you have a great afternoon.
[AGENT][POSITIVE] You're welcome. You too, [PII]. Bye-bye.
[CUSTOMER][POSITIVE] Thanks bye bye.