AccountId: 011433970860
ContactId: 733af445-ad13-44cd-a6cd-1cc2cb24ba1c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 198460 ms
Total Talk Time (AGENT): 97532 ms
Total Talk Time (CUSTOMER): 53170 ms
Interruptions: 0
Overall Sentiment: AGENT=0.9, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/01/733af445-ad13-44cd-a6cd-1cc2cb24ba1c_20250501T12:44_UTC.wav
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[AGENT][NEUTRAL] Contacting APL, my name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm calling from a provider's office to get a claim status.
[AGENT][NEUTRAL] OK, I can help with claim status. With whom am I speaking, please?
[CUSTOMER][NEUTRAL] My name is [PII]. That's [PII]
[AGENT][NEUTRAL] OK. Thank you. And uh the policy number, please?
[CUSTOMER][NEUTRAL] Um, 02359663.
[AGENT][POSITIVE] I appreciate that. And the patient's name and date of birth, please.
[CUSTOMER][NEUTRAL] [PII]. Date of birth [PII].
[AGENT][POSITIVE] I appreciate that. Is there a callback number I could have um in the event that we're disconnected?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, thank you. And what date of service are we looking for for this individual?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and is there a particular build amount that I should look for or?
[CUSTOMER][NEUTRAL] $3,242 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let's see.
[AGENT][NEUTRAL] OK, so the claim number on this.
[AGENT][NEUTRAL] Is 35.
[AGENT][NEUTRAL] 8708.
[AGENT][NEUTRAL] 6.
[AGENT][NEUTRAL] And it looks like the uh policy wasn't active during that data service. So it looks like the policy was only active.
[AGENT][NEUTRAL] From [PII] until [PII].
[AGENT][NEUTRAL] [PII]. So let's see.
[AGENT][NEUTRAL] Uh, so it looks like it was not, uh.
[AGENT][NEUTRAL] Yes, it looks like it was not active after that period of time. And so what we did was we sent a notice letting uh letting you know that the, that the policy was sent one to the provider, letting them know that the policy was not active at that date of service and that went out on [PII]. So you should have had it by now, but if not, I can send you another copy of it, but that is what has happened with the claim is that the um
[AGENT][NEUTRAL] Uh, insured was not, uh, active for that date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] Is there anything else at all that I can help with?
[CUSTOMER][NEUTRAL] No, that would be all. Could I get a call reference number?
[AGENT][NEUTRAL] My name is [PII]. The first letter of my last name is [PII]. We'll use that today's date as a reference.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][POSITIVE] Thanks for contacting AP