AccountId: 011433970860
ContactId: 5ae77b81-edf2-41d1-bd75-4df9b8c9238c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 367070 ms
Total Talk Time (AGENT): 71870 ms
Total Talk Time (CUSTOMER): 95966 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/5ae77b81-edf2-41d1-bd75-4df9b8c9238c_20250617T21:30_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] OK, [PII], this is [PII] calling from Memory Healthcare regarding claim status.
[AGENT][NEUTRAL] So what was your name?
[CUSTOMER][NEUTRAL] Uh, it's [PII], uh, spelled like [PII].
[AGENT][NEUTRAL] OK, and can I get a good callback number in case we get disconnected?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, it's
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]. That would be the direct line number.
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Yeah. Um, policy number would be 194.
[CUSTOMER][NEUTRAL] 0769.
[AGENT][NEUTRAL] And can you verify the patient's name and date of birth for me please?
[CUSTOMER][NEUTRAL] Yeah, 6. Date of birth, [PII].
[AGENT][NEUTRAL] And how can I help you? Did you need uh eligibility or did you need claim status?
[CUSTOMER][NEUTRAL] Uh, claim status for particular, I have the claim number as well.
[AGENT][NEUTRAL] OK, what's the claim number?
[CUSTOMER][NEUTRAL] 359-074-9.
[AGENT][NEUTRAL] Give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Right, it looks like that claim was denied.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] It looks like it's a duplicate.
[AGENT][NEUTRAL] Of expenses that have already been submitted, so let me look into that real quick.
[AGENT][NEUTRAL] Do you know what the total bill amount was?
[CUSTOMER][NEUTRAL] 362, even $362 here.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] I didn't catch your name. What's your name?
[AGENT][NEUTRAL] My name is [PII], last initial [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] What's the initial claim number, please?
[AGENT][NEUTRAL] 8
[CUSTOMER][NEUTRAL] I mean, uh, what's the initial claim number that's you.
[AGENT][NEUTRAL] It looks like the claim was filed by the uh patient.
[CUSTOMER][NEUTRAL] Mention
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] The claim number is 3542103.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So you would need to get with the patient. Mhm.
[CUSTOMER][NEUTRAL] 354,210.
[AGENT][NEUTRAL] Oh yes.
[CUSTOMER][NEUTRAL] Yeah. Uh-huh.
[CUSTOMER][NEUTRAL] 3542103. And what's the reason that for?
[AGENT][NEUTRAL] Uh, we paid towards that claim.
[AGENT][NEUTRAL] But you'll need to speak with the, you'll need to speak with the um.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] The insured because she filed the claim.
[CUSTOMER][NEUTRAL] Mhm. OK.
[CUSTOMER][NEUTRAL] Can I have the payment details for that trip?
[AGENT][NEUTRAL] Uh well, it was paid to the patient.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, first call reference number [PII].
[AGENT][NEUTRAL] We don't have call reference numbers, but you can use my name and last initial in today's date.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] For payment details and all the details we have to connect to the patient, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you for the information. Have a great day, rest of time. Bye for now.
[AGENT][POSITIVE] Thank you for calling APL. Have a great day.
[CUSTOMER][NEUTRAL] Mhm.