AccountId: 011433970860
ContactId: 5b8d93a5-a252-480f-a743-54db9930c437
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 257858 ms
Total Talk Time (AGENT): 64929 ms
Total Talk Time (CUSTOMER): 81343 ms
Interruptions: 0
Overall Sentiment: AGENT=1, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/25/5b8d93a5-a252-480f-a743-54db9930c437_20250625T20:01_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Uh, hey, this is [PII]. I'm calling from the provider's office and I'm looking for the claim status. Could you please help me with that?
[AGENT][NEUTRAL] Sure, I can verify claim status for you and and uh what is the policy number, please?
[CUSTOMER][NEUTRAL] Sure. The policy number is, just give me a moment, I will pull up the number.
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Oh yes, the member ID is 960812.
[AGENT][NEUTRAL] OK, thank you, and do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Yes. Uh, my callback number is [PII]. This is my direct line number.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Sure. The member's name is [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] Oh sure, the date of service is [PII] with the total bill amount $148 even.
[AGENT][POSITIVE] OK, thank you one moment please.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][POSITIVE] Sure, take your time.
[AGENT][NEUTRAL] OK and the name provider's office?
[CUSTOMER][NEUTRAL] Uh, it's a gastrointestinal associate pathology.
[AGENT][NEUTRAL] OK, uh, show that claim process as service rendered after policy terminated.
[CUSTOMER][NEUTRAL] May I know the effective and term date of the policy?
[AGENT][NEUTRAL] Sure. Effective date was [PII]. The policy terminated [PII].
[CUSTOMER][NEUTRAL] OK. Is there any other active insurance on this date of service?
[AGENT][NEUTRAL] Not with our company?
[CUSTOMER][NEUTRAL] Sorry, what did you say?
[AGENT][NEUTRAL] Not with our company, you have to contact the patient to verify if they have any other coverage.
[CUSTOMER][NEUTRAL] OK. Just give me a moment.
[CUSTOMER][NEUTRAL] May I know the claim number?
[AGENT][NEUTRAL] 361-1617
[CUSTOMER][NEUTRAL] Can you please spell out your name for me?
[AGENT][NEUTRAL] Sure, [PII], last initial [PII] in [PII].
[CUSTOMER][NEUTRAL] Uh, may I know the car reference number for this member?
[AGENT][NEUTRAL] Uh, you may use my name at today's date.
[CUSTOMER][NEUTRAL] Oh yeah. And can you please help me with the claim, mm denied date?
[AGENT][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And claim received date.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Sorry, it's [PII], correct?
[AGENT][POSITIVE] Correct.
[CUSTOMER][POSITIVE] Thank you for the helping me. Have a great day. Bye-bye for now.
[AGENT][POSITIVE] You too, thank you for calling APL. Thanks for calling APL. Bye.