AccountId: 011433970860
ContactId: 921e8672-48e8-45a3-98e5-87482187f9a6
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242899 ms
Total Talk Time (AGENT): 61071 ms
Total Talk Time (CUSTOMER): 45847 ms
Interruptions: 0
Overall Sentiment: AGENT=0.3, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/04/15/921e8672-48e8-45a3-98e5-87482187f9a6_20250415T13:43_UTC.wav
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[AGENT][NEUTRAL] Good morning. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hi, this is [PII]. Last name is [PII] calling from the provider's office to check on the claim status.
[AGENT][NEUTRAL] OK, I'm sorry. What was your name?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] [PII]
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And do you have a phone number I can get in case we get disconnected, I can call you back.
[CUSTOMER][NEUTRAL] Yeah, it's gonna be [PII]. It's a direct line or extension.
[AGENT][NEUTRAL] Do you have the policy number?
[CUSTOMER][NEUTRAL] Yeah, I have, it's going to be
[CUSTOMER][NEUTRAL] 01883553
[AGENT][NEUTRAL] That was 01883553.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] Hold on one moment please.
[AGENT][NEUTRAL] And what's the patient's name?
[CUSTOMER][NEUTRAL] Uh, uh, it's gonna be [PII]. Date of birth is [PII].
[AGENT][NEUTRAL] Thank you, [PII], and you were just needing claim status.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I can look that up for you. What date of service?
[CUSTOMER][NEUTRAL] Uh, [PII] and the bill amount is $551.25.
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] OK, we did get that claim in this policy canceled [PII], so it was denied no coverage.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK. When I know the receipt and denied on?
[AGENT][NEUTRAL] Hold on one moment, I can tell you.
[AGENT][NEUTRAL] Received [PII], denied [PII].
[CUSTOMER][NEUTRAL] And when was the patient's policy effective date?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Uh, just hold on.
[CUSTOMER][NEUTRAL] OK, and the claim number?
[AGENT][NEUTRAL] 351-972-0.
[CUSTOMER][NEUTRAL] OK. And the call reference number?
[AGENT][NEUTRAL] We do not have call reference numbers. You can use my name in today's date.
[CUSTOMER][POSITIVE] All right. Thanks so much and have a great day and stay safe.
[AGENT][POSITIVE] Thank you, [PII], for calling APL. You have a good day as well.
[CUSTOMER][NEUTRAL] OK