AccountId: 011433970860
ContactId: 5b73f847-2df5-4d80-9fa2-9b6aa4667767
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 405630 ms
Total Talk Time (AGENT): 94768 ms
Total Talk Time (CUSTOMER): 164888 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/02/5b73f847-2df5-4d80-9fa2-9b6aa4667767_20250402T20:50_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from Apria Healthcare on a recorded line. Can you please help me with the claim status information?
[AGENT][NEUTRAL] OK, yes, I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] Sure. The callback number would be [PII].
[AGENT][NEUTRAL] OK, thank you. Do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Yeah, I have the policy number of the patient. The patient policy number would be 2313055.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. Last name will be [PII]. Date of birth is [PII].
[AGENT][POSITIVE] Great, thank you.
[AGENT][NEUTRAL] What was that date of service?
[CUSTOMER][NEUTRAL] The date of service for the claim, [PII], with the billed amount for the claim is $874.72.
[AGENT][NEUTRAL] OK, it looks like the policy number that you gave me has terminated.
[AGENT][NEUTRAL] But let me see if there's a newer policy.
[CUSTOMER][NEUTRAL] He's no longer active with your policy you're stating me.
[AGENT][NEUTRAL] No, you gave me an old policy number that's terminated, but he has a new policy number.
[CUSTOMER][NEUTRAL] OK. Could you please let me know the new policy number?
[AGENT][NEUTRAL] It is 246-768-2.
[CUSTOMER][POSITIVE] Thank you. Thank you so much. Could you please help me out with the claim status information?
[AGENT][NEUTRAL] What was that date of service again?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] With the best amount for the claim is $874.72.
[AGENT][NEUTRAL] Um, I don't show that claim is on file.
[CUSTOMER][NEUTRAL] OK. Thank you so much for the information. We billed the claim with all the policy number as you stated. So, can we build the claim with correct policy number and submit the claim to you?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the information. Just give me a moment. The correct policy number is 246-7682. Is it right?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][POSITIVE] Thank you. Thank you for the information. Just a moment.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Shall I proceed with the next number I have?
[AGENT][NEUTRAL] OK, hold on one moment.
[AGENT][NEUTRAL] OK, what's that next policy number?
[CUSTOMER][NEUTRAL] Sure. The next policy number would be 02422301.
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Patient name and date of birth?
[CUSTOMER][NEUTRAL] First name is [PII]. It's [PII]. Last name would be [PII].
[CUSTOMER][NEUTRAL] Sorry, [PII]. Date of birth, [PII].
[AGENT][NEUTRAL] And date of service?
[CUSTOMER][NEUTRAL] Date of service for the claim is [PII].
[CUSTOMER][NEUTRAL] With the bill amount, $941 with 20 cents.
[AGENT][NEUTRAL] OK, it looks like we received that claim on 8-12-2024.
[AGENT][NEUTRAL] It was denied on [PII].
[AGENT][NEUTRAL] And
[AGENT][NEUTRAL] Durable medical equipment is not covered under this policy.
[CUSTOMER][NEUTRAL] And what should we do to proceed on this claim further?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] What should we do to proceed on this claim furtherly?
[CUSTOMER][NEUTRAL] Can we send the medical records?
[AGENT][NEUTRAL] No, it's not a covered service under the policy.
[CUSTOMER][NEUTRAL] But as for my trip,
[CUSTOMER][NEUTRAL] The codes are covering. That's the reason. Can we send you a medical record?
[AGENT][NEUTRAL] This isn't covered under this policy, so it doesn't matter if we have the records, it's just not a covered benefit.
[CUSTOMER][NEGATIVE] It is not covering benefits you're stating me, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Thank you. Thank you so much for the information. Could you please help me out with the call reference number for our call?
[AGENT][NEUTRAL] The call reference number will be my name, [PII].
[AGENT][NEUTRAL] That's S as in Sierra, T as in Tango, E.
[CUSTOMER][NEUTRAL] Could you please.
[AGENT][NEUTRAL] Do you need me to spell it?
[CUSTOMER][NEUTRAL] Please
[AGENT][NEUTRAL] S as in Sierra.
[CUSTOMER][NEUTRAL] Yeah, could you please spell it?
[AGENT][NEUTRAL] OK. S as in Sierra, T as in Tango, E as in Echo, P as in Papa, H as in [PII].
[AGENT][NEUTRAL] A [PII]. First initial to my last name is [PII]. Today's date would be the reference number, my name and today's date.
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][POSITIVE] Thank you. Thank you so much and have a good day. Bye for now.
[AGENT][POSITIVE] Thanks for calling APL. You have a good day too.