AccountId: 011433970860
ContactId: 5731a01f-1951-4792-b39d-8bd447a5ac61
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 205559 ms
Total Talk Time (AGENT): 74318 ms
Total Talk Time (CUSTOMER): 66591 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/19/5731a01f-1951-4792-b39d-8bd447a5ac61_20250619T14:21_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office to check on a claims denial information for a patient.
[AGENT][NEUTRAL] OK, I can check on that claim for you. I'm sorry, what did you say your name was?
[CUSTOMER][NEUTRAL] It is spelled as [PII].
[AGENT][NEUTRAL] I'm sorry, could you spell your first name again please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[AGENT][POSITIVE] Got it. OK, thank you for that and then can I get a good call back number from you in case we're disconnected please?
[CUSTOMER][NEUTRAL] Yeah, it is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And then what was that policy number, please?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Um, it is.
[CUSTOMER][NEUTRAL] 02254744
[AGENT][NEUTRAL] OK, and uh what was the name and date of birth for the member, please?
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] It is um.
[CUSTOMER][NEUTRAL] [PII] with the date of birth of [PII].
[AGENT][POSITIVE] OK, thank you so much for verifying that. Do you have the claim number?
[CUSTOMER][NEUTRAL] Yeah, it is 359-815-3.
[AGENT][NEUTRAL] That was 359-815-3.
[CUSTOMER][POSITIVE] Yeah, that's right.
[AGENT][NEUTRAL] OK thank you one moment please.
[AGENT][NEUTRAL] OK, so we were unable to pay a benefit for this claim as the services were rendered after coverage was terminated. This policy did terminate on [PII].
[CUSTOMER][NEUTRAL] [PII]. Am I right?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK. Is there any other active policies for this patient?
[AGENT][NEUTRAL] One moment.
[AGENT][NEGATIVE] No, they have no active policies with us.
[CUSTOMER][NEUTRAL] OK. May I get your name, please?
[AGENT][NEUTRAL] It's [PII] Was there anything else I can help you with?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Can I get the claim receipt and then it just for documentation purpose?
[AGENT][NEUTRAL] Of course one moment.
[AGENT][NEUTRAL] So this claim was received on [PII].
[AGENT][NEUTRAL] And it was processed on [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for that information. And can I also get a call reference number for our call?
[AGENT][NEUTRAL] Reference number would just be my first name, last initial and today's date, uh, so my last initial is A.
[CUSTOMER][POSITIVE] Thank you so much for that information, [PII], and thank you for reaching us today and I wish a wonderful day. Thank you. Bye-bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.