AccountId: 011433970860
ContactId: 69865728-571f-4771-b76a-13371dc5763a
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 371049 ms
Total Talk Time (AGENT): 77514 ms
Total Talk Time (CUSTOMER): 78365 ms
Interruptions: 0
Overall Sentiment: AGENT=0.2, CUSTOMER=-0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/06/69865728-571f-4771-b76a-13371dc5763a_20250106T18:57_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII] calling from provider's office checking for the claim status.
[AGENT][NEUTRAL] OK, and you said your name was [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK [PII] what is your callback number?
[CUSTOMER][NEUTRAL] Callback number [PII] without any extension.
[AGENT][POSITIVE] Thank you. I can help you with claim status, [PII], if you can give me the patient's name please.
[CUSTOMER][NEUTRAL] Patient's last name as [PII] and the first name as [PII].
[AGENT][NEUTRAL] OK, and then what's [PII]'s date of birth?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the date of service?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s policy number, please?
[CUSTOMER][NEUTRAL] 978-092
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] And then what is the charge amount?
[CUSTOMER][NEUTRAL] $11,039.72.
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling for?
[CUSTOMER][NEUTRAL] And the facility name as Methodist Hospital.
[AGENT][NEUTRAL] OK, I'll put you on a brief hold [PII] while I look up that claim for you and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi, [PII], this is [PII].
[AGENT][NEUTRAL] Back with you again, I do show that the claim was denied because the services were rendered after the policy termination date.
[CUSTOMER][NEUTRAL] OK. Uh, what is the uh start date and and date of the patient's policy for document purpose?
[AGENT][NEUTRAL] The start date is [PII].
[AGENT][NEUTRAL] And the policy terminated on [PII].
[CUSTOMER][POSITIVE] Oh, thank you so much for that. And the patient have the other insurance as for your finding.
[AGENT][NEUTRAL] Yeah
[AGENT][NEGATIVE] I looked and he does not have any active policies with us.
[CUSTOMER][NEUTRAL] OK, no problem. Uh, could you please help me with the COV update of the patient that was last, lastly updated?
[AGENT][NEUTRAL] When what was last updated?
[CUSTOMER][NEUTRAL] Yes, of the COB.
[AGENT][NEUTRAL] COB
[AGENT][NEUTRAL] Oh, the EOB?
[CUSTOMER][NEUTRAL] OK, no problem. Uh, I will pull up the patients only. Could you please spell your name for me?
[AGENT][NEUTRAL] I'm sorry.
[AGENT][NEUTRAL] Yes, it's [PII]
[AGENT][NEUTRAL] And you can use my name in today's date as your reference number.
[CUSTOMER][POSITIVE] Oh, thank you so much, [PII]. Thank you so much for your help. Have a great day. Stay safe. Bye for now.
[AGENT][POSITIVE] Thank you, you have a good day too, and thank you for calling APL. Bye bye, [PII].