AccountId: 011433970860
ContactId: 89d8acda-29f1-41af-ad5a-6d4fc98c865d
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 229720 ms
Total Talk Time (AGENT): 59850 ms
Total Talk Time (CUSTOMER): 67120 ms
Interruptions: 0
Overall Sentiment: AGENT=0.8, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/20/89d8acda-29f1-41af-ad5a-6d4fc98c865d_20250520T14:54_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, my name is uh [PII] and I'm calling your provider office and I would like to know the status of the claim.
[AGENT][NEUTRAL] OK, I can help you with claim status. I missed your name. What was that?
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] OK, [PII], and do you have the policy number of the patient?
[CUSTOMER][NEUTRAL] Hello?
[AGENT][NEUTRAL] You have a policy number for the patient?
[CUSTOMER][NEUTRAL] Sure. Yeah, and the policy, policy number is 01849098.
[AGENT][NEUTRAL] And what's your callback number?
[CUSTOMER][NEUTRAL] Your callback number is [PII].
[AGENT][POSITIVE] OK, thank you.
[AGENT][NEUTRAL] And the patient name and date of birth?
[CUSTOMER][NEUTRAL] Patient name is [PII] and date of birth is [PII].
[AGENT][NEUTRAL] And the date of service and bill charges?
[CUSTOMER][NEUTRAL] Your date of service is [PII] and uh bill charges is $528 even.
[AGENT][NEUTRAL] OK, looks like we received it twice. Let me see which one's correct.
[AGENT][NEUTRAL] OK, looks like the policy terminated 10-1-2024. So we received this claim on 114-25, process 11625.
[AGENT][NEGATIVE] And denied because services rendered after policy terminated.
[CUSTOMER][NEUTRAL] All right, and this, this policy has been turned on uh [PII], correct?
[AGENT][POSITIVE] Yes, that's correct.
[CUSTOMER][NEUTRAL] All right. And uh could you provide the claim number?
[AGENT][NEUTRAL] 3552456.
[CUSTOMER][NEUTRAL] If I
[CUSTOMER][NEUTRAL] 3553456.
[AGENT][NEUTRAL] 3552456
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK. And uh could you spell your name?
[AGENT][NEUTRAL] It's [PII]. It's [PII]
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] [PII] All right, [PII], and what is the call reference number?
[AGENT][NEUTRAL] It's my name and today's date.
[CUSTOMER][NEUTRAL] OK. Your name [PII]
[CUSTOMER][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] And your first initial and last name?
[AGENT][NEUTRAL] It's [PII].
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Alright, thank you so much thank you for all the information. Have a good day.
[AGENT][POSITIVE] Thanks for calling APL as well. Bye bye.