AccountId: 011433970860
ContactId: 7c76c5bc-9e6d-4bb5-8012-78fe11a16b71
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 449660 ms
Total Talk Time (AGENT): 77263 ms
Total Talk Time (CUSTOMER): 131374 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/09/7c76c5bc-9e6d-4bb5-8012-78fe11a16b71_20250609T20:26_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII] calling from provider's office checking on a claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Do you have a good callback number?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] OK, thank you. And what was the policy number for the patient?
[CUSTOMER][NEUTRAL] Uh, it's 60801.
[AGENT][NEUTRAL] Um, that's our payer ID. Do you have like the policy certificate number or?
[CUSTOMER][NEUTRAL] Mhm. Here we have a
[CUSTOMER][NEUTRAL] Sorry.
[CUSTOMER][NEUTRAL] Let me check once. Could you please wait a moment?
[AGENT][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Mm
[AGENT][NEUTRAL] Or I can look it up by the last name if the policy is not available.
[CUSTOMER][NEUTRAL] Uh, can you please check the, uh, claim through the patient name?
[AGENT][NEUTRAL] Yes, what's the last name?
[CUSTOMER][NEUTRAL] Patient name, date of birth?
[CUSTOMER][NEUTRAL] OK. The last.
[CUSTOMER][NEUTRAL] The last name is
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, and what, and what was the first name?
[CUSTOMER][NEUTRAL] It's [PII]
[AGENT][NEUTRAL] OK, and the first name was [PII] or [PII]?
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] What was the rest of it?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] I S [PII]
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Let me
[AGENT][NEUTRAL] And the date of birth?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] Uh, it's [PII], and the bill amount is $1,261 even.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] Looks like let's see.
[AGENT][NEUTRAL] OK, I don't have the claim on file, but this policy terminated [PII].
[CUSTOMER][NEUTRAL] And for [PII]. So it's already, the patient is not at you on the date of service, it's me.
[AGENT][NEUTRAL] Correct, there's no active policy.
[CUSTOMER][NEUTRAL] What's that up too late?
[AGENT][NEUTRAL] 10 1 14.
[CUSTOMER][NEUTRAL] 10, 1, 14 or 10, 4, 14?
[CUSTOMER][NEUTRAL] Do
[AGENT][POSITIVE] Uh, actually I'm so sorry it's 9115 sorry about that.
[CUSTOMER][NEUTRAL] 91 2015, right?
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] So that's the date and the date to date is [PII].
[AGENT][NEUTRAL] Yes
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, do you find the patient?
[AGENT][NEUTRAL] I'm sorry?
[CUSTOMER][NEUTRAL] Uh, so you found the patient, right, with the name and date of birth?
[AGENT][NEUTRAL] I did, yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Uh, could you please check whether the patient renewed the policy or not?
[AGENT][NEUTRAL] I don't show an active policy on file.
[AGENT][NEUTRAL] With the information you've provided.
[CUSTOMER][NEUTRAL] Uh-huh. OK.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Uh, if you don't mind, could you please tell me the policy ID of the patient?
[AGENT][NEUTRAL] 1102762.
[CUSTOMER][NEUTRAL] Hm.
[CUSTOMER][NEUTRAL] Mm. That's it.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] Um, could you please, um,
[CUSTOMER][NEUTRAL] Spell your name
[AGENT][NEUTRAL] It's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Mm.
[CUSTOMER][NEUTRAL] OK. What's the insurance number?
[AGENT][NEUTRAL] A call reference is my name and today's date.
[CUSTOMER][POSITIVE] OK, thank you.
[AGENT][POSITIVE] OK, thanks for calling APL. I hope you have a good day.
[CUSTOMER][NEUTRAL] OK, bye-bye.