AccountId: 011433970860
ContactId: 9935d11d-9b12-4551-ad24-66e22943dd74
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 169520 ms
Total Talk Time (AGENT): 49360 ms
Total Talk Time (CUSTOMER): 65792 ms
Interruptions: 0
Overall Sentiment: AGENT=0.4, CUSTOMER=0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/14/9935d11d-9b12-4551-ad24-66e22943dd74_20250514T19:56_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, [PII]. Hello [PII]. This is [PII] calling from provider's office checking on claim status. Can you please help me with this?
[AGENT][NEUTRAL] Happy to check on a claim. Can I get the patient policy number?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Yes, one moment. It's 1449226 M as in Mike, L as in Lima.
[AGENT][NEUTRAL] Patient's name and date of birth?
[CUSTOMER][NEUTRAL] Before that, I would like to tell you that this call is being recorded for quality and training purposes. Are you OK with it?
[AGENT][NEUTRAL] Yes, that's fine.
[CUSTOMER][NEUTRAL] So the member's name is [PII].
[CUSTOMER][NEUTRAL] business
[AGENT][NEUTRAL] Date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Date of service is [PII].
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] And the build out.
[CUSTOMER][NEUTRAL] It's $667 even.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Yeah
[CUSTOMER][NEUTRAL] Oh.
[AGENT][NEUTRAL] All right. Thank you for your patience on that. So, it looks like we did receive a claim for that date of service. The claim was denied. The services were rendered after the patient was active.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] OK, so what was the term and active date of the member?
[AGENT][NEUTRAL] The effective date on the policy is [PII].
[AGENT][NEUTRAL] This policy terminated [PII].
[CUSTOMER][POSITIVE] OK. Thank you so much for all the information. Can you please spell out your name for me?
[AGENT][NEUTRAL] My name is spelled [PII] My last initial is [PII].
[CUSTOMER][NEUTRAL] OK, what will be the call reference number?
[AGENT][NEUTRAL] It is my name with today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much. Have a great day.
[AGENT][NEUTRAL] You too, bye bye.