AccountId: 011433970860
ContactId: a6d7f434-4b01-46bc-8032-fff828cb403e
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 202020 ms
Total Talk Time (AGENT): 60742 ms
Total Talk Time (CUSTOMER): 74829 ms
Interruptions: 0
Overall Sentiment: AGENT=0, CUSTOMER=0.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/02/17/a6d7f434-4b01-46bc-8032-fff828cb403e_20250217T22:10_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. May I help you?
[CUSTOMER][NEUTRAL] Hello, this is [PII]. I'm calling from providers office. How do you spell your name?
[AGENT][NEUTRAL] [PII] last initial [PII] and yours?
[CUSTOMER][NEUTRAL] Yeah, it is [PII] The first initial of my last name is [PII].
[AGENT][NEUTRAL] OK, and how may I assist you today, Con?
[CUSTOMER][NEUTRAL] I am looking for a claim status.
[AGENT][NEUTRAL] OK, and what is that policy number, please?
[CUSTOMER][NEUTRAL] Yeah, it's 02543807.
[AGENT][NEUTRAL] OK, thank you. And do you have a callback number in case the call drops?
[CUSTOMER][NEUTRAL] Yeah, it's [PII]. It's a direct line.
[AGENT][NEUTRAL] OK, and verify the patient's name, date of birth.
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] OK, and what was the date of service and the amount of the charge?
[CUSTOMER][NEUTRAL] Yeah, the date of service is [PII] and the charge amount is $110.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK, and do you have uh the balance after primary or?
[AGENT][NEUTRAL] Uh.
[CUSTOMER][NEUTRAL] Initially, the claim was processed uh as a co-pay by primary and we submit a claim uh to this insurance, secondary insurance, American Public Life.
[AGENT][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, I'm showing that claim process as service rendered after policy terminated, showing the policy terminated [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK, uh, what's the actual denial reason? Can you tell me again?
[AGENT][NEGATIVE] Service rendered after the policy terminated.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK. And uh just claim number?
[AGENT][NEUTRAL] Uh, the claim number is 354-8580.
[CUSTOMER][NEUTRAL] Picky
[CUSTOMER][NEUTRAL] OK, OK. And uh is there any other secondary insurance on file for that data service?
[AGENT][NEUTRAL] Not with our company, you have to contact the patient.
[CUSTOMER][POSITIVE] Uh, OK, OK, [PII]. Thank you so much. And uh what's the call number?
[AGENT][NEUTRAL] Uh, we don't give reference numbers. You may use my name at today's date.
[CUSTOMER][NEUTRAL] OK, [PII], and uh today's date.
[CUSTOMER][POSITIVE] OK. Thank you so much.
[AGENT][POSITIVE] Alright, you're welcome. Thank you for calling APL. Have a great day, Con.
[CUSTOMER][NEUTRAL] Bye now. Bye.
[AGENT][NEUTRAL] Bye.