AccountId: 011433970860
ContactId: a1bb01b4-55e6-4189-ba58-7b13d7fa9dd7
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 185559 ms
Total Talk Time (AGENT): 85939 ms
Total Talk Time (CUSTOMER): 59040 ms
Interruptions: 1
Overall Sentiment: AGENT=1.1, CUSTOMER=0.8
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/07/a1bb01b4-55e6-4189-ba58-7b13d7fa9dd7_20250207T21:15_UTC.wav
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[AGENT][POSITIVE] Good afternoon. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Um, hi, my name is [PII], and I'm calling from Florida Clinical Practice to check on claims for a number.
[AGENT][NEUTRAL] It kind of went in and out. You said claim status?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, I can definitely help you with the claim status, [PII]. May I have a good contact number in case we're disconnected and the policy number?
[CUSTOMER][NEUTRAL] Um, contact number is [PII]. Policy number is 01611533.
[CUSTOMER][NEUTRAL] M [PII].
[CUSTOMER][NEUTRAL] 8
[AGENT][NEUTRAL] Thank you, hold on one moment.
[AGENT][NEUTRAL] And can you verify the member's first and last name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] Thank you for that and all the information provided is a verification of benefits, not a guarantee of payment. And may I have the date of service for the claim you'd like me to check on?
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] And the total bill?
[CUSTOMER][NEUTRAL] Um
[CUSTOMER][NEUTRAL] $328.
[AGENT][NEUTRAL] Alright, I just found it. Hold on one moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And can you verify the name of the provider's office on the claim?
[CUSTOMER][NEUTRAL] Um, yes, it is Florida Clinical Practice Association.
[AGENT][NEUTRAL] OK, yeah, this is it. Alright, so I'm showing received the claim on [PII].
[AGENT][NEUTRAL] That claim number is 355.
[AGENT][NEUTRAL] 4135.
[AGENT][NEUTRAL] And on [PII], the claim was denied because the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] Oh, I did not know it was still there.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] So this policy was active from [PII].
[CUSTOMER][NEUTRAL] OK, [PII] and what was your name?
[AGENT][NEUTRAL] My name is [PII] and the first initials of my last name is [PII].
[CUSTOMER][NEUTRAL] OK. And do you have a call reference number for today?
[AGENT][NEUTRAL] So there's no call reference number, but you can use my name in today's date. Um, did I get the last name? It's [PII]. I can't remember, but I might have just said it.
[CUSTOMER][POSITIVE] No worries, no worries, um, OK, that's great. I appreciate all of your help.
[AGENT][POSITIVE] You're very welcome, [PII], and again, all the information provided was a verification of benefits, not a guarantee of payment. And thank you so much for calling APL. I hope you have a great weekend.
[CUSTOMER][POSITIVE] Thank you you as well.
[AGENT][POSITIVE] Thank you, bye bye.
[CUSTOMER][NEUTRAL] Bye-bye.