AccountId: 011433970860
ContactId: 658326f6-2a77-4145-ad99-b1caf976e0ae
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 232220 ms
Total Talk Time (AGENT): 90494 ms
Total Talk Time (CUSTOMER): 58343 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=1.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/04/658326f6-2a77-4145-ad99-b1caf976e0ae_20250604T17:00_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII]. I need to check status on the claim, please.
[AGENT][NEUTRAL] I can help you with claim status [PII]. Can I get a good callback number in case we get disconnected?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Sure. [PII].
[AGENT][NEUTRAL] And what's the policy number?
[CUSTOMER][NEUTRAL] Policy number is 1455855ML8.
[AGENT][NEUTRAL] 1455855
[CUSTOMER][NEUTRAL] 14558555, yes.
[AGENT][NEUTRAL] OK, give me just a moment to look that up.
[CUSTOMER][POSITIVE] Thank you.
[AGENT][NEUTRAL] And can I get the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][POSITIVE] Thank you so much for verifying that for me.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] Do you have the claim number or the date of service?
[CUSTOMER][NEUTRAL] Um, data service for $2925 in the amount of $1,609.
[AGENT][NEUTRAL] You said [PII], correct?
[CUSTOMER][POSITIVE] Correct.
[AGENT][NEUTRAL] And was it uh this year?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, give me just a moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] I'm showing that this policy was effective [PII]. The policy lapsed [PII].
[AGENT][NEUTRAL] And it looks like
[AGENT][NEUTRAL] Um,
[AGENT][NEGATIVE] The member does not have any more active policies with us.
[CUSTOMER][NEUTRAL] OK, so you say the policy terminated on on [PII]?
[AGENT][NEUTRAL] The most
[AGENT][NEUTRAL] Yes, ma'am, and I show that the most recent policy.
[AGENT][NEUTRAL] Um,
[AGENT][NEUTRAL] Here it is. The most recent policy lapsed [PII]. I am showing that we received a claim. Let me make sure.
[AGENT][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, so the claim, the, the policy terminated on [PII].
[AGENT][NEUTRAL] Yes ma'am, so I am showing the uh claim that you've requested the claim um was denied.
[CUSTOMER][NEUTRAL] Oh, OK. Uh, and is there a denied, um, I'm sorry, claim number, please?
[AGENT][NEUTRAL] OK. Claim number 3603107.
[CUSTOMER][NEUTRAL] Mhm. And when was the processed, please?
[AGENT][NEUTRAL] It looks like we received the claim on the [PII] and it was processed on the [PII].
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][POSITIVE] Perfect. Thank you so much, [PII]. Have a wonderful rest of the day.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a great day.
[CUSTOMER][POSITIVE] Thank you. Bye-bye.
[AGENT][NEUTRAL] Alright bye.