AccountId: 011433970860
ContactId: 5cca7d13-468e-42b8-80de-45eb552156c9
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 211929 ms
Total Talk Time (AGENT): 57472 ms
Total Talk Time (CUSTOMER): 75518 ms
Interruptions: 1
Overall Sentiment: AGENT=0.6, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/12/5cca7d13-468e-42b8-80de-45eb552156c9_20250612T17:09_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling, uh, good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Yeah, hi, how are you? Good afternoon. This is [PII] calling from the provider's office to check on the claim status. So this call.
[AGENT][NEUTRAL] Sure, I can verify claim status for you. And your name is again?
[CUSTOMER][NEUTRAL] My name is [PII] and my instead of my first name is [PII]. Can I get your name spelling, please?
[AGENT][NEUTRAL] [PII] last initial [PII] and I apologize for your for your name again for me, please.
[CUSTOMER][NEUTRAL] That is [PII].
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK. And [PII], what is the policy number, please?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh, that is policy number is going to be.
[CUSTOMER][NEUTRAL] 951.
[CUSTOMER][NEUTRAL] 672.
[AGENT][NEUTRAL] OK thank you one moment.
[AGENT][NEUTRAL] And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, sure. My callback number is going to be [PII].
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And my extension number of [PII].
[AGENT][NEUTRAL] OK, and the patient's name, date of birth?
[CUSTOMER][NEUTRAL] Yeah, sure. Uh.
[CUSTOMER][NEUTRAL] And that is going to be
[CUSTOMER][NEUTRAL] [PII] and the date of birth of [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and amount of the charge?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] That is uh [PII].
[AGENT][NEUTRAL] And the amount of the charge?
[CUSTOMER][NEUTRAL] That is $437 437.
[AGENT][NEUTRAL] Thank you, hold on one moment please.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] I don't show we received that claim and this patient was not active at the time of service. They had a policy that lapsed on [PII].
[CUSTOMER][NEUTRAL] Can I get the effective date for the policy?
[AGENT][NEUTRAL] Uh, it was [PII].
[CUSTOMER][NEUTRAL] And the policy was stamped on last [PII]. I'm right? Still there is no other active coverage for the patient for this data service.
[AGENT][NEUTRAL] [PII]. Correct. They don't have any other coverage with our company.
[CUSTOMER][NEUTRAL] Thank you for the information, [PII]. Can I get the reference number for the call as well?
[AGENT][NEUTRAL] You may use my name in today's date.
[CUSTOMER][POSITIVE] Thank you for the information, Key and have a good day. Bye. Be safe. Take care. Bye.
[AGENT][POSITIVE] Mhm. Thank you for calling APO Ron. Bye.