AccountId: 011433970860
ContactId: a2983a25-9700-4cc5-bc48-d6c53cb4b742
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 159179 ms
Total Talk Time (AGENT): 71012 ms
Total Talk Time (CUSTOMER): 52140 ms
Interruptions: 0
Overall Sentiment: AGENT=3.6, CUSTOMER=0.3
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/18/a2983a25-9700-4cc5-bc48-d6c53cb4b742_20250218T14:09_UTC.wav
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[AGENT][POSITIVE] Morning. Thank you for calling APL. My name is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, [PII]. My name is [PII]. I'm calling from the provider's office to discuss claim denials. Can you help me out with it?
[AGENT][POSITIVE] It would be my pleasure to assist you, and do you mind spelling your name for documentation?
[CUSTOMER][NEUTRAL] Sure. It's [PII] name [PII] [PII].
[AGENT][POSITIVE] Thank you, [PII]. And what is a good callback number?
[CUSTOMER][NEUTRAL] It's [PII], and it is a direct line?
[AGENT][NEUTRAL] Thank you, [PII]. And what is the policy number for the patient or claim number?
[CUSTOMER][NEUTRAL] So, the claim number is 352-429-6.
[AGENT][NEUTRAL] Thank you, [PII] and the patient's name and date of birth please sir?
[CUSTOMER][NEUTRAL] Sure. The patient's name is [PII], and the date of birth is
[CUSTOMER][NEUTRAL] Just a moment.
[CUSTOMER][NEUTRAL] Yes, it is [PII].
[AGENT][POSITIVE] Thank you, [PII], and it would be my pleasure to assist you with this claim status. That's for data service 103.
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] All right, thank you, [PII]. [PII], this claim was denied because our records indicate the premium for that data service has not been received, therefore, there are no benefits payable.
[AGENT][NEUTRAL] And actually, [PII], the policy termed on [PII].
[CUSTOMER][NEUTRAL] OK. [PII] 2024, right?
[AGENT][POSITIVE] Yes, sir, that's correct.
[CUSTOMER][NEUTRAL] And you said the premium for that date of service was not received by your office.
[AGENT][POSITIVE] That's correct. That's right.
[CUSTOMER][NEUTRAL] From the patient.
[CUSTOMER][NEUTRAL] Just a minute.
[CUSTOMER][NEUTRAL] OK. Uh, may I have the call reference number for today's call?
[AGENT][NEUTRAL] The call reference number is my name and today's date, and I spell my name [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][POSITIVE] And it has been a pleasure to assist you with that claim information. Anything else I can help you with, [PII]?
[CUSTOMER][POSITIVE] No, that's it from my end. Thank you for assisting on today's claim, [PII], and have a great day ahead. Bye for now.
[AGENT][POSITIVE] I hope you have a wonderful day as well, [PII]. Thank you for calling APL bye bye.
[CUSTOMER][NEUTRAL] Mhm.