AccountId: 011433970860
ContactId: a0f368de-04df-453a-9f5c-ee0f8e2a0bc4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 315540 ms
Total Talk Time (AGENT): 92862 ms
Total Talk Time (CUSTOMER): 49361 ms
Interruptions: 1
Overall Sentiment: AGENT=0.7, CUSTOMER=-0.9
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/16/a0f368de-04df-453a-9f5c-ee0f8e2a0bc4_20250116T19:10_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Yes, um, my name is [PII], and I'm with Nova Health Rowan Medical Center, and I'm just calling for claim status for a patient.
[AGENT][NEUTRAL] OK, Ms. [PII], I can help you with claim status. Can you please give me your callback number, ma'am, just in case the call gets dropped.
[CUSTOMER][NEUTRAL] [PII]
[AGENT][NEUTRAL] Thank you, ma'am. And then what is the patient's name?
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, and what is [PII]'s date of birth?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] Uh thank you. And then what's his policy number?
[CUSTOMER][NEUTRAL] It is 211-258-4.
[AGENT][POSITIVE] Thank you and let me pull that policy in for us real quick.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK and then what is the date of service for [PII]?
[CUSTOMER][NEUTRAL] It is [PII].
[AGENT][NEUTRAL] And the charge amount please?
[CUSTOMER][NEUTRAL] 6200, I'm sorry $726.
[AGENT][NEUTRAL] OK, OK, I'm going to put you on a and you said uh, I wanna make sure I got this correct, it's Mozart Health.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Nova Health, Rowan Medical Center.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold, Miss [PII], while I pull in this claim for us, and I'll be right back.
[CUSTOMER][NEUTRAL] OK.
[AGENT][POSITIVE] Thank you, ma'am.
[CUSTOMER][NEUTRAL] All right.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hm.
[AGENT][NEUTRAL] Uh-huh.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again.
[CUSTOMER][NEUTRAL] Uh-huh.
[AGENT][NEUTRAL] So, um, I did find the claim. The claim number is 3411146.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied because the insured was not eligible for service on this policy number 2112584. The policy uh lapsed on two.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] When his covering turn.
[AGENT][NEUTRAL] Ma'am?
[CUSTOMER][NEUTRAL] I was asking what date did the coverage turn.
[AGENT][NEUTRAL] On [PII].
[CUSTOMER][NEUTRAL] Oh, OK.
[AGENT][NEUTRAL] And I'm looking to see if he has any other policies and there are no other policies that he has on file with us that are active.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, alright, is there a reference number I can get for this call?
[AGENT][NEUTRAL] Yes, you can use my name. It's [PII] and today's date.
[CUSTOMER][POSITIVE] OK, thank you for your help.
[AGENT][POSITIVE] Thank you, Ms. [PII]. You have a blessed day and thanks for calling APL.
[CUSTOMER][NEUTRAL] You too bye bye.