AccountId: 011433970860
ContactId: 525fb834-4665-4b38-87eb-fa03a56cf135
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 269690 ms
Total Talk Time (AGENT): 95652 ms
Total Talk Time (CUSTOMER): 72267 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/06/525fb834-4665-4b38-87eb-fa03a56cf135_20250306T21:41_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII]. I'm on behalf of provider's office for claim status. And how do you spell your name?
[AGENT][NEUTRAL] It's [PII], last initial [PII] and I apologize, your name is again?
[CUSTOMER][NEUTRAL] Yes, my name is [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, spell that one more time. Your phone kind of cut out. You said [PII] and what was the rest of your letters?
[CUSTOMER][NEUTRAL] Yeah, [PII]
[AGENT][NEUTRAL] [PII] OK, thank you so much. And you're calling for claim status. What's that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, that is policy number 3023.
[CUSTOMER][NEUTRAL] 836.
[AGENT][NEUTRAL] Uh, no, sir. It's not one of our policy numbers. What's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] You can name as uh.
[CUSTOMER][NEUTRAL] Name is [PII]
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Last name is [PII]
[AGENT][NEUTRAL] OK. And the date of birth?
[CUSTOMER][NEUTRAL] Date of birth is uh [PII].
[AGENT][NEUTRAL] I'm sorry, [PII].
[CUSTOMER][NEUTRAL] Yes, [PII], correct.
[AGENT][NEUTRAL] [PII]. OK, one moment, please.
[AGENT][NEUTRAL] OK. Um,
[AGENT][NEUTRAL] What was the date of service and um, well, what is a good callback number in case the call drops?
[CUSTOMER][NEUTRAL] His callback number is [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] extension is [PII].
[AGENT][NEUTRAL] OK. And what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] The service is uh [PII]. Charge amount is $98.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and you're calling from?
[CUSTOMER][NEUTRAL] Uh, I'm going to, uh, provider's office Community Health Center of Southeast Kansas.
[AGENT][NEUTRAL] OK, let me see.
[AGENT][NEUTRAL] Uh one moment.
[AGENT][NEUTRAL] Well, the claim process is benefits payable under this certificate are limited to those outlined in the schedule of benefits. This is not a covered loss under the plan, therefore, the amount is payable for this, uh, there is no amount payable for this expense. So it's not covered under the policy and actually this patient's policy term with us on [PII].
[CUSTOMER][NEUTRAL] OK, what was the date for this one?
[AGENT][NEUTRAL] Uh, the claim processed on [PII].
[CUSTOMER][NEUTRAL] OK. Policy terminated on [PII], right?
[AGENT][NEUTRAL] [PII], correct.
[CUSTOMER][NEUTRAL] And the caller reference, uh, sorry, claim number for this one piece and the call reference number?
[AGENT][NEUTRAL] Uh, the claim number is 3561373.
[AGENT][NEUTRAL] And we don't give call reference numbers, however, if you like, you may use my name at today's date.
[CUSTOMER][POSITIVE] Thank you, [PII] you we have for today.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day.