AccountId: 011433970860
ContactId: b096fcb7-56be-4ec1-bf8f-a4607529059c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 437640 ms
Total Talk Time (AGENT): 123191 ms
Total Talk Time (CUSTOMER): 82834 ms
Interruptions: 1
Overall Sentiment: AGENT=0.5, CUSTOMER=-0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/27/b096fcb7-56be-4ec1-bf8f-a4607529059c_20250327T14:38_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, I'm [PII] and I want to check claim status.
[AGENT][NEUTRAL] OK, [PII], I can help you with claim status. Can I please get your callback number just in case our call is disconnected?
[CUSTOMER][NEUTRAL] My call is [PII].
[AGENT][NEUTRAL] Thank you. And then what is your, um, the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Policy number is 01898014.
[CUSTOMER][NEUTRAL] And member's name is [PII] and date of birth is
[AGENT][NEUTRAL] I'm sorry, can you repeat the member's name?
[CUSTOMER][NEUTRAL] Uh, yes, it's [PII].
[CUSTOMER][NEUTRAL] Uh, [PII].
[CUSTOMER][NEUTRAL] And [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK. And what is the patient's date of birth?
[CUSTOMER][NEUTRAL] Date of birth is [PII].
[AGENT][NEUTRAL] And the patients.
[AGENT][NEUTRAL] OK, so we got the patient. OK, I'm gonna look that up real quick.
[CUSTOMER][NEUTRAL] Uh
[AGENT][NEUTRAL] OK, and then can you please give me the date of service and the charge amount?
[CUSTOMER][NEUTRAL] [PII], and total charges are $574.
[AGENT][NEUTRAL] OK, and then one more time can you repeat that data service? Your phone is making a really loud buzzing sound it's hard to hear.
[CUSTOMER][NEUTRAL] Oh, I'm sorry for that. [PII].
[AGENT][NEUTRAL] That's OK.
[AGENT][NEUTRAL] 25, OK, and then what's the charge? Let me, what's the charge amount, um, again, is it $574?
[AGENT][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Yes, $574.
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, I'm gonna put you on a brief hold while I look up this claim for us and I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Mm
[AGENT][NEUTRAL] 57
[AGENT][NEUTRAL] Can you please give me the name of the facility that you're calling from?
[CUSTOMER][NEUTRAL] Ayman Care PLLC.
[AGENT][NEUTRAL] OK, thank you very much. I'm gonna put you on hold again. I'll be right back.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Hi [PII], this is [PII] back with you again.
[AGENT][NEUTRAL] So I have the claim for you.
[AGENT][NEUTRAL] The claim number is 356-512-6.
[CUSTOMER][NEUTRAL] Mhm. OK.
[AGENT][NEUTRAL] The
[AGENT][NEUTRAL] Saved on
[AGENT][NEUTRAL] it pulls it up.
[AGENT][NEUTRAL] It was received on [PII] and processed on [PII] and the claim was denied because the services were rendered after the termination date and the policy terminated on [PII] and there are no other active policies on file.
[CUSTOMER][POSITIVE] OK. Thank you.
[CUSTOMER][NEUTRAL] May I know your name and reference number, please?
[AGENT][NEUTRAL] Yes, my name is [PII] and you can use my name and today's date for your reference number.
[CUSTOMER][NEUTRAL] And uh initial, last initial?
[AGENT][NEUTRAL] A
[CUSTOMER][POSITIVE] OK. Thank you, sir.
[AGENT][POSITIVE] You're very welcome [PII]. Is there anything else I can help you with before we go?
[CUSTOMER][NEUTRAL] No, that's it.
[AGENT][POSITIVE] OK, well, you have a good day and thank you for calling APL.
[AGENT][NEUTRAL] Bye bye.
[CUSTOMER][POSITIVE] Thank you. Bye-bye. Have a nice day.
[AGENT][NEUTRAL] You too. Bye-bye.