AccountId: 011433970860
ContactId: 8a736eb1-1bea-4c2a-ba8b-e20c3288d12e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 464910 ms
Total Talk Time (AGENT): 122435 ms
Total Talk Time (CUSTOMER): 176945 ms
Interruptions: 1
Overall Sentiment: AGENT=1.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/16/8a736eb1-1bea-4c2a-ba8b-e20c3288d12e_20250516T14:07_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hi, [PII]. This is [PII] calling from provider's office to check the status of the claim.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. May I please get your callback number?
[CUSTOMER][NEUTRAL] Yeah, it is [PII]. And can you please spell your name, [PII]? It is [PII], right?
[AGENT][NEUTRAL] It
[AGENT][NEUTRAL] No, it's [PII]
[CUSTOMER][NEUTRAL] What is the initial name, sorry?
[AGENT][NEUTRAL] [PII]
[AGENT][NEUTRAL] And may I get the mem may I get the patient's name, date of birth, and policy number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Yeah, patient's last name [PII], and the first name it is [PII]. The date of birth, it is [PII].
[AGENT][NEUTRAL] OK. And then what is um
[AGENT][NEUTRAL] The policy number please?
[CUSTOMER][NEUTRAL] I.
[CUSTOMER][NEUTRAL] 02046877
[AGENT][NEUTRAL] OK, let me look that up real quick.
[CUSTOMER][NEUTRAL] Right
[CUSTOMER][NEUTRAL] but
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] I think I didn't have.
[CUSTOMER][POSITIVE] good.
[AGENT][NEUTRAL] OK, and may I have the date of service and the charge amount?
[CUSTOMER][NEUTRAL] Let's do that.
[CUSTOMER][NEUTRAL] The date of service, it is [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] $2,291 even.
[AGENT][NEUTRAL] And what are the charges after the primary insurance paid their part?
[CUSTOMER][NEUTRAL] Oh, yeah, it is showing the bill amount is $2,291 even.
[AGENT][NEUTRAL] OK, and what's the name of the facility you're calling from?
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] It is Henrio Doctor's Hospital.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for us [PII] and I'll be right back.
[CUSTOMER][NEUTRAL] OK, OK. OK. You are on hold.
[AGENT][POSITIVE] Thank you.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][POSITIVE] Thank you for holding for me [PII] I have the claim information for you.
[AGENT][NEUTRAL] The
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] The claim number is 3584455.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] The claim has
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEGATIVE] Been denied because the services were rendered after the termination date of the policy.
[CUSTOMER][NEUTRAL] OK, so this is for [PII].
[CUSTOMER][NEUTRAL] After the date of service, right?
[AGENT][NEUTRAL] After the termination date.
[CUSTOMER][NEUTRAL] OK, after the.
[CUSTOMER][NEUTRAL] Combination. What is the policy effective date?
[AGENT][NEUTRAL] The effective date was [PII].
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] I
[AGENT][NEUTRAL] And there are no active policies on file at this time.
[CUSTOMER][NEUTRAL] Can you repeat the effective date once again?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] OK, thank you. Um, don't mention it.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] So
[CUSTOMER][NEUTRAL] [PII]. And then the patient uh does not have any other insurance, right?
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] you
[CUSTOMER][NEUTRAL] And we
[CUSTOMER][NEUTRAL] Just one minute, just one.
[CUSTOMER][NEUTRAL] And what uh type of plan the patient has?
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Medlik.
[CUSTOMER][NEUTRAL] Med link, right?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] OK. And uh
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And uh
[CUSTOMER][NEUTRAL] Uh, Patient, uh, total charges are patients responsibility.
[AGENT][NEUTRAL] We do not give patient responsibility we let the.
[AGENT][NEUTRAL] Provider determine that?
[CUSTOMER][NEUTRAL] OK, tell me.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEUTRAL] And uh when the claim was received to you?
[AGENT][NEUTRAL] Let me look real quick.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] We received the claim on [PII] and processed it on April.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Thank
[CUSTOMER][NEUTRAL] [PII], OK.
[CUSTOMER][NEUTRAL] And what is your call reference number for this call?
[AGENT][NEUTRAL] You can use my name, [PII], and today's date.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Thank you very much, [PII], for helping with this information.
[AGENT][POSITIVE] You're welcome.
[AGENT][POSITIVE] You're very welcome. Is there, is there anything else I can?
[CUSTOMER][NEUTRAL] My
[AGENT][NEUTRAL] Can help you with before we go?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Uh no, that's all.
[CUSTOMER][POSITIVE] That's all the information. Thank you very much for your patient.
[AGENT][NEUTRAL] OK. Well, you have a
[AGENT][POSITIVE] You're very welcome. You have a good weekend and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Thank you. Bye. I wish you the same.
[AGENT][NEUTRAL] Hm
[AGENT][POSITIVE] Thank you. Bye bye.