AccountId: 011433970860
ContactId: 57c0ee5d-dc5e-4d6c-b98c-7392a2e55c65
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 247639 ms
Total Talk Time (AGENT): 58182 ms
Total Talk Time (CUSTOMER): 147591 ms
Interruptions: 4
Overall Sentiment: AGENT=0.5, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/57c0ee5d-dc5e-4d6c-b98c-7392a2e55c65_20250618T16:27_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] and I'm calling from the provider's office, Advanced SC.
[CUSTOMER][NEUTRAL] I wanted to have the claim status.
[AGENT][NEUTRAL] Hey, [PII], I can help with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Yes, it's [PII].
[CUSTOMER][NEUTRAL] Could you please spell out your name for me?
[AGENT][NEUTRAL] Yes, it's [PII]
[CUSTOMER][NEUTRAL] Sorry
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][NEUTRAL] OK, near the, uh.
[AGENT][NEUTRAL] the policy number for the patient?
[CUSTOMER][NEUTRAL] Yes, the policy number is
[CUSTOMER][NEUTRAL] 02145091.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] And patient name and date of birth?
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Patient's first name is [PII], and the last name is [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the date of service and bill charges?
[CUSTOMER][NEUTRAL] Oh yes, the rate of service is [PII].
[CUSTOMER][NEUTRAL] Uh, with the amount
[CUSTOMER][NEUTRAL] 1 2nd.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Is the bill amount $133.99?
[CUSTOMER][NEUTRAL] Uh yes, it is the advanced.
[AGENT][NEUTRAL] OK, looks like we received the claim 428-25. It's processed 43025.
[CUSTOMER][NEUTRAL] The member ID is R1117150602.
[CUSTOMER][NEUTRAL] Is it paid or denied?
[AGENT][NEGATIVE] Um, it is denied, uh, policy terminated.
[AGENT][NEUTRAL] 51 2024.
[CUSTOMER][NEUTRAL] OK, it is denied because the policy was terminated at 51-2024, correct?
[AGENT][POSITIVE] Yes, correct.
[CUSTOMER][NEUTRAL] OK, uh, and at the time, the date of service, the patient doesn't have any active policy.
[AGENT][NEUTRAL] I don't show any active policy, no.
[CUSTOMER][NEUTRAL] At the rate of service there is no active policy.
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] OK. Thank you so much for providing me the information, [PII]. Uh, could you please help me with the call reference number today?
[AGENT][NEUTRAL] A call reference number is my name, [PII], first initial to last name [PII], and today's date.
[CUSTOMER][NEUTRAL] That's OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK, [PII], uh, could you please repeat the call reference number?
[AGENT][NEUTRAL] It's my name, so it's [PII] in today's date.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. 06182025. OK, sir, thank you so much for the information and it is a terminate termination date. Could you please help me with uh effective date of this policy?
[AGENT][NEUTRAL] Uh, effective date is.
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] OK, [PII] [PII]. OK, [PII], thank you so much for helping me today. That's it. Have a great day. Bye.
[AGENT][POSITIVE] OK, thank you for calling APL. You have a great day too. Bye-bye.