AccountId: 011433970860
ContactId: 8ed004af-47d2-40f7-8ad0-61534d454377
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217570 ms
Total Talk Time (AGENT): 88851 ms
Total Talk Time (CUSTOMER): 59296 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/8ed004af-47d2-40f7-8ad0-61534d454377_20250116T15:56_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]. I'm calling regarding claims.
[AGENT][NEUTRAL] OK, what is your callback number, [PII], if we are disconnected please?
[CUSTOMER][NEUTRAL] It is [PII] and that is direct.
[AGENT][NEUTRAL] OK, thank you. What is the policy number please?
[CUSTOMER][NEUTRAL] 1366619 M as in Mike L as in Lima 8.
[AGENT][NEUTRAL] OK, thank you very much and verify the patient's name and date of birth.
[CUSTOMER][NEUTRAL] [PII] date of birth is [PII].
[AGENT][NEUTRAL] Thank you for the verification process test and you again you're calling for claim status. I can assist you, but also [PII], you're able to check claim status by visiting our secure portal at [PII] and on that website you'll be able to obtain your leads if you should need one. what's that date of service and build amount that can help you with this.
[CUSTOMER][NEUTRAL] Of course it is [PII] for $2150.25. We did check the portal and it's not showing on there, so we resubmitted it and you guys denied it as a duplicate, so I'm not really sure what's going on with the original submission.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you.
[AGENT][NEUTRAL] I see.
[AGENT][NEUTRAL] OK, this particular claim, this particular policy shows that it termed as of [PII]. Let me just check to see if the um original denied as services rendered after the claim, the policy term.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK
[AGENT][NEUTRAL] Let's see, let me check, see if there's another policy. There is not another policy, so bear with me.
[AGENT][NEUTRAL] Yes, the original claim denied as so it's rendered after the policy termed and then it was um resubmitted as you stated and it was denied a dal kit.
[AGENT][NEUTRAL] But, um
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Do you have that original claim number because like I said, we didn't receive any type of remit and it was not on the portal.
[AGENT][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, yeah, of course. It is 327-313-7.
[CUSTOMER][POSITIVE] Perfect thank you um and is there a reference number for the call?
[AGENT][NEUTRAL] We do not provide reference numbers. [PII], you can use my name [PII] last initials L like [PII] and today's date.
[CUSTOMER][POSITIVE] Perfect thank you [PII] I appreciate your help.
[AGENT][POSITIVE] You're welcome and thank you for calling APL. Have a great day. Thank you.
[CUSTOMER][POSITIVE] Thanks you too bye.
[AGENT][NEUTRAL] Bye.