AccountId: 011433970860
ContactId: 9b6d1448-85a3-43c0-affb-86c11f098238
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 195119 ms
Total Talk Time (AGENT): 90562 ms
Total Talk Time (CUSTOMER): 65772 ms
Interruptions: 0
Overall Sentiment: AGENT=1.7, CUSTOMER=1.1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/9b6d1448-85a3-43c0-affb-86c11f098238_20250327T13:51_UTC.wav
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[AGENT][POSITIVE] Good morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, good morning. This is [PII] calling from Pradas services.
[AGENT][POSITIVE] Good morning, [PII]. How are you doing today?
[CUSTOMER][POSITIVE] Yeah, I'm doing great. Thanks for asking. How about you?
[AGENT][POSITIVE] I'm doing well, [PII], thank you for asking. [PII], what is a good callback number?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and it's a direct line.
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient, please?
[CUSTOMER][NEUTRAL] See
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] 02474071.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth.
[CUSTOMER][NEUTRAL] Name is Aunt [PII], and the date of birth is [PII].
[AGENT][NEUTRAL] Alright, thank you, and you are needing claim status for [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's for claims.
[AGENT][POSITIVE] All right. It would be my pleasure to assist you with the claim status. Do you have a claim number or date of service?
[CUSTOMER][NEUTRAL] I have the data service.
[AGENT][NEUTRAL] And that is.
[CUSTOMER][NEUTRAL] It's uh
[CUSTOMER][NEUTRAL] It's February 19, 2025 with a billed amount of $167 even.
[AGENT][NEUTRAL] And the facility name, please?
[CUSTOMER][NEUTRAL] It's Express Wellness urgent care.
[AGENT][NEUTRAL] Thank you, [PII]. I can help you with that claim status. And [PII], we did receive that claim on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] To me we did receive that claim.
[AGENT][NEUTRAL] Claim was processed on [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And the claim was denied because the services were rendered after the policy turned.
[AGENT][NEUTRAL] The policy was active from 3-1-2024 and termed on [PII].
[CUSTOMER][NEUTRAL] OK, so currently member's policy is inactive.
[AGENT][POSITIVE] That is correct.
[CUSTOMER][NEUTRAL] So do you see any other insurance active for the member?
[AGENT][NEGATIVE] Not with our company.
[CUSTOMER][NEUTRAL] OK, got it.
[CUSTOMER][NEUTRAL] Yeah, so that's all for me. Can I get your uh name and reference number for our call?
[AGENT][NEUTRAL] And the reference number would be my name and today's date, and I spell my name [PII]. And [PII], would you like the claim number?
[CUSTOMER][NEUTRAL] Yeah, sure, I'm sorry, I didn't get it.
[AGENT][NEUTRAL] Thank you. The claim number is 357.
[AGENT][NEUTRAL] 1091.
[CUSTOMER][NEUTRAL] Got it.
[AGENT][NEUTRAL] Anything else I can help you with today?
[CUSTOMER][POSITIVE] No, that's all for me for today. Thank you.
[AGENT][POSITIVE] [PII], thank you for calling APL. Hope you have a wonderful day.
[CUSTOMER][POSITIVE] Thank you, have a great day. Bye bye.
[AGENT][NEUTRAL] Bye bye.