AccountId: 011433970860
ContactId: 6147c40c-c1fe-4daf-a482-67686babd9c7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217869 ms
Total Talk Time (AGENT): 65504 ms
Total Talk Time (CUSTOMER): 101146 ms
Interruptions: 1
Overall Sentiment: AGENT=0.2, CUSTOMER=1.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/6147c40c-c1fe-4daf-a482-67686babd9c7_20250122T14:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling for the provider Common Health Pain Associates PLLC DBA Common Health Pain and Spain. Please note this call will be recorded and monitored for quality and training purposes. I'm calling to check on the claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status and in case this call is disconnected, may I have your callback number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh yes. The callback number is [PII] and it's a direct line.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Yeah Welcome.
[AGENT][NEUTRAL] And may I have the patient's policy number, please?
[CUSTOMER][NEUTRAL] Uh yes, the policy number is 02342158.
[AGENT][NEUTRAL] Thank you, and that was 02342158?
[CUSTOMER][POSITIVE] Yes, you got.
[AGENT][NEUTRAL] And may I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Thank you. And may I have the date of service and the bill amount of the claim?
[CUSTOMER][NEUTRAL] Uh, yes, the date of service is [PII], and the total charges are $250 even.
[AGENT][NEUTRAL] Thank you. So that's for data service of [PII] for $250.
[CUSTOMER][POSITIVE] Yes, you got it.
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] I do not show a claim on file for that data service.
[AGENT][NEUTRAL] I do show this coverage termed 618 of 23.
[CUSTOMER][NEUTRAL] Yeah, all right. Yes, could you please uh provide me the policy effective date?
[AGENT][NEUTRAL] Policy effective [PII] in terms 6-1823.
[CUSTOMER][NEUTRAL] Yeah, all right. Uh, may I know if the policy renewed after the payment?
[AGENT][NEUTRAL] I'm sorry, can you repeat that?
[CUSTOMER][NEUTRAL] Uh, may I know if the policy got renewed after the termination?
[AGENT][NEGATIVE] There's no active coverage.
[AGENT][NEUTRAL] The policy turned.
[CUSTOMER][NEUTRAL] Yeah, all right. May I know if the patient has any other insurance?
[AGENT][NEGATIVE] No, they have no active coverage.
[CUSTOMER][POSITIVE] Yeah, all right. Thank you for that information. Yes, I have.
[AGENT][POSITIVE] You're welcome. Is there anything else I can assist you with?
[CUSTOMER][NEUTRAL] Yes, I have 2 more claims for the same patient.
[AGENT][NEUTRAL] OK, what's the next date of service and build them out?
[CUSTOMER][NEUTRAL] Uh, yes, I do see the data of service is same.
[AGENT][NEUTRAL] We have no claim on file for [PII].
[CUSTOMER][NEUTRAL] Yeah, all right. Yes, uh, could you please provide me the call reference number?
[AGENT][NEUTRAL] It'll be just my name and that's [PII] spelled [PII]
[AGENT][NEUTRAL] Is there anything else I can help you with today, [PII]?
[CUSTOMER][POSITIVE] No, [PII], I have got all the information. Thank you for your assistance.
[AGENT][POSITIVE] OK. You're welcome. Thanks for calling APL. You have a good day.
[CUSTOMER][NEUTRAL] Uh bye-bye.
[AGENT][NEUTRAL] Bye.