AccountId: 011433970860
ContactId: 7740497b-d5b7-46f1-a844-aec5a499e3c8
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 216509 ms
Total Talk Time (AGENT): 71821 ms
Total Talk Time (CUSTOMER): 47604 ms
Interruptions: 0
Overall Sentiment: AGENT=1.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/13/7740497b-d5b7-46f1-a844-aec5a499e3c8_20250113T15:23_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]. My name is [PII]. That's spelled [PII], initial [PII].
[AGENT][POSITIVE] Hi, how can I help today?
[CUSTOMER][NEUTRAL] I'm looking for a claim status, your medical.
[AGENT][POSITIVE] OK, I'm happy to check on a claim for you today. What is the patient's policy number?
[CUSTOMER][NEUTRAL] The ID number is 130.
[CUSTOMER][NEUTRAL] 7080
[AGENT][POSITIVE] All right, thank you for that. And do you have a good callback number, please?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you. And what's the patient's name and date of birth?
[CUSTOMER][NEUTRAL] [PII], [PII].
[AGENT][NEUTRAL] OK, and date of service?
[CUSTOMER][NEUTRAL] [PII] for $168 even.
[AGENT][NEUTRAL] For $160 even.
[CUSTOMER][NEUTRAL] 168.
[AGENT][NEUTRAL] 168. OK, thank you. One moment.
[CUSTOMER][NEUTRAL] AAA.
[AGENT][NEUTRAL] OK, so it looks like we did receive a claim for this on [PII].
[AGENT][NEGATIVE] Uh, the claim was denied. Services were rendered after the coverage was terminated.
[CUSTOMER][NEUTRAL] When was the policy done?
[AGENT][NEUTRAL] So this policy terminated on [PII].
[CUSTOMER][NEUTRAL] Oh.
[CUSTOMER][NEUTRAL] [PII] and then it was denied this claim?
[AGENT][NEUTRAL] Uh, let me go back to that. One moment.
[AGENT][NEUTRAL] Claim was denied [PII].
[CUSTOMER][NEUTRAL] Claim number, you have any?
[AGENT][NEUTRAL] 354-0004.
[CUSTOMER][NEUTRAL] Reference number?
[AGENT][NEUTRAL] Call reference is my name with my last initial in today's date. My name again is [PII], that is [PII] Last initial to my name is [PII].
[CUSTOMER][POSITIVE] I appreciate it. Thank you very much for that. Have a nice day. Bye-bye. Take care.
[AGENT][NEUTRAL] You too. Bye-bye.