AccountId: 011433970860
ContactId: 7ca4ba60-0e1e-458b-9bf0-e2980876b388
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 240639 ms
Total Talk Time (AGENT): 78518 ms
Total Talk Time (CUSTOMER): 76913 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/09/7ca4ba60-0e1e-458b-9bf0-e2980876b388_20250409T13:24_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is [PII] calling from provider's office to check on the claim status. Could you please help?
[AGENT][NEUTRAL] Sure, [PII], I can assist you with claim status. Um, first, I'll need to go callback number just in case we're disconnected.
[CUSTOMER][NEUTRAL] Sure, my callback number is [PII]. And could you please spell out your name?
[AGENT][NEUTRAL] Um, my name is uh spelled [PII] and my last initial is [PII].
[CUSTOMER][POSITIVE] OK, thank you for that.
[AGENT][NEUTRAL] No problem. And could I get um the policy number, please?
[CUSTOMER][NEUTRAL] Sure, one moment.
[CUSTOMER][NEUTRAL] Yeah, the policy number is 022632.
[CUSTOMER][NEUTRAL] 39 M as in Mike. L as in Lima, number 8.
[AGENT][NEUTRAL] OK. Thank you, [PII]. Um, please verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Yeah, the patient's last name is [PII], and the patient's last name is [PII] and the patient's date of birth is uh [PII].
[AGENT][NEUTRAL] And the date of service and bill charges on the claim, please.
[CUSTOMER][NEUTRAL] Yeah, data services [PII] and the bill amount is $3,708 even.
[AGENT][NEUTRAL] And you said it's for [PII]?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I'm not showing that claim on file for the patient. Um, how was the claim submitted?
[CUSTOMER][NEUTRAL] Uh, yeah, one moment.
[CUSTOMER][NEUTRAL] We submit uh some paper claim on the electronic.
[AGENT][NEUTRAL] OK. And what pair ID did you use?
[CUSTOMER][NEUTRAL] Both.
[CUSTOMER][NEUTRAL] Uh, I'm sorry, I didn't have that information.
[AGENT][NEUTRAL] OK. Well, I'll give you the pair ID. Um, the pair ID is 60801.
[CUSTOMER][NEUTRAL] OK, thank you. uh, how many of the patient affect you on termination date.
[AGENT][NEUTRAL] Yes, sure. And just let me advise you that verification of coverage does not guarantee payment of claims. The effective date on this policy was [PII], and this policy expired on [PII].
[CUSTOMER][NEUTRAL] Oh, the patient is in active for date of service, right?
[AGENT][NEUTRAL] Yes, sir.
[CUSTOMER][NEUTRAL] OK. Could you please, could you please verify this patient have any active coverage?
[AGENT][NEUTRAL] Um, no, I checked and there's no active coverage in the system.
[CUSTOMER][POSITIVE] OK. Thank you for that now.
[AGENT][NEUTRAL] Sure.
[CUSTOMER][NEUTRAL] Just one moment.
[CUSTOMER][NEUTRAL] OK, thank you for assisting me and uh when the call reference number?
[AGENT][NEUTRAL] Um, the call reference number would be my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][NEGATIVE] Uh, no.
[AGENT][POSITIVE] OK, well, I thank you again, [PII], for calling APL. You have a great rest of your day. Mm bye.
[CUSTOMER][NEUTRAL] You too bye bye.
[AGENT][POSITIVE] Mm thank you.