AccountId: 011433970860
ContactId: b0a7ced2-df79-4e28-8b27-0ae7cf9e714c
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 197699 ms
Total Talk Time (AGENT): 82744 ms
Total Talk Time (CUSTOMER): 54099 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=0.7
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/17/b0a7ced2-df79-4e28-8b27-0ae7cf9e714c_20250617T13:28_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hi, I see. This is [PII] calling from provider's office to check on claim denial today.
[AGENT][NEUTRAL] Yes, sir. I can assist you with claim status. First, can I get your name again and a good callback number?
[CUSTOMER][NEUTRAL] My name is [PII]. It's spell like [PII] with callback number [PII].
[AGENT][POSITIVE] Thank you, [PII].
[CUSTOMER][NEUTRAL] And how do you spell your name, by the way?
[AGENT][NEUTRAL] Um, my name is spelled [PII] and my last initial is [PII].
[CUSTOMER][NEUTRAL] So your name is [PII]?
[AGENT][POSITIVE] That's correct.
[CUSTOMER][NEUTRAL] [PII], how do you pronounce that? [PII]?
[AGENT][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] All right, thank you.
[AGENT][NEUTRAL] Mhm, no problem. Could I get the policy number, please?
[CUSTOMER][NEUTRAL] The Policy number is 01739904 M. [PII] Lima 8.
[AGENT][NEUTRAL] OK. Thank you, [PII]. And now, could you please verify the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Patient's name is [PII]. Date of birth [PII].
[AGENT][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, now I need the date of service and bill charges on the plane.
[CUSTOMER][NEUTRAL] [PII] for $493 even.
[AGENT][NEUTRAL] OK, one moment.
[AGENT][NEUTRAL] OK. Yes, sir. We did receive that claim on [PII].
[AGENT][NEUTRAL] The claim processed on [PII].
[AGENT][NEUTRAL] The claim number is 356-586-6.
[AGENT][NEUTRAL] And this claim denied um because the policy had expired. um, just let me advise you the verification of coverage does not guarantee payment of claims. Um, the effective date on this policy was [PII], and the policy expired on [PII].
[CUSTOMER][NEUTRAL] No other active policy, right?
[AGENT][NEUTRAL] Right.
[CUSTOMER][NEUTRAL] Can I have the claim number?
[AGENT][NEUTRAL] Yes, the claim number again is, let's see.
[CUSTOMER][NEUTRAL] Oh, you gave me the claim number, 356.
[AGENT][NEUTRAL] Yes, 58
[CUSTOMER][NEUTRAL] 858666.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Can I have a car reference number, please?
[AGENT][NEUTRAL] So the reference number, you can use my name and today's date. Um, is there anything else I can assist you with?
[CUSTOMER][POSITIVE] That's all for the day. Thank you. Bye. Take care.
[AGENT][NEUTRAL] You do the same, [PII]. Thank you for calling APL. Mm bye.