AccountId: 011433970860
ContactId: b41ee90a-f8ce-4abe-8a3a-cc33323b3f03
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 217389 ms
Total Talk Time (AGENT): 75388 ms
Total Talk Time (CUSTOMER): 91570 ms
Interruptions: 2
Overall Sentiment: AGENT=1.4, CUSTOMER=0.2
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/01/22/b41ee90a-f8ce-4abe-8a3a-cc33323b3f03_20250122T17:49_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] I see.
[CUSTOMER][NEUTRAL] Hi, I'm speaking just from provider's office. Can you help me on claims today?
[AGENT][POSITIVE] Uh, yeah, I'm happy to check on a claim for you today. What is the patient policy number?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] It will be 80 sorry. It will be 02557145.
[AGENT][POSITIVE] Thank you for that. And if I could please get your first name and a callback number?
[CUSTOMER][NEUTRAL] [PII] uh sorry. My first name will be [PII] and the callback number will be [PII].
[AGENT][NEUTRAL] Thank you for that. May I have the patient's name and date of birth?
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] [PII]. And the date of birth will be [PII].
[AGENT][POSITIVE] Thank you. Data service?
[CUSTOMER][NEUTRAL] Um, date of service will be [PII].
[AGENT][NEUTRAL] And the build out.
[CUSTOMER][NEUTRAL] Yeah. Well the amount will be $4,425.16.
[AGENT][NEUTRAL] All right, one moment.
[CUSTOMER][NEUTRAL] This is your mobile number.
[AGENT][POSITIVE] All right [PII] thank you for your patience on that. So it looks like we did receive the claim, uh, the claim it looks like was received.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] On let me give you the received date. It was received [PII].
[CUSTOMER][NEUTRAL] Well technically I.
[CUSTOMER][NEUTRAL] They can. Sorry, can you repeat the date?
[AGENT][NEUTRAL] Uh, the claim was denied.
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] Just inside or outside.
[AGENT][NEGATIVE] Uh, the claim was denied. The member was not active at the time of service.
[CUSTOMER][NEUTRAL] OK, fine. So can you tell me the effective and term date of the member?
[AGENT][NEUTRAL] Yeah, so plan was effective [PII].
[CUSTOMER][NEUTRAL] Mhm
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And then plan paid to date laps was on [PII].
[CUSTOMER][NEUTRAL] That.
[CUSTOMER][NEUTRAL] I
[CUSTOMER][NEUTRAL] Uh, it was terminated on [PII].
[AGENT][POSITIVE] Correct.
[CUSTOMER][NEUTRAL] OK, fine.
[CUSTOMER][NEUTRAL] Mhm, can you provide me the call reference number?
[AGENT][NEUTRAL] That would be my name with my last initial in today's date. My name again is [PII], that's [PII] Last initial to my name is [PII].
[CUSTOMER][NEUTRAL] One
[CUSTOMER][NEUTRAL] You
[CUSTOMER][NEUTRAL] Yeah.
[CUSTOMER][POSITIVE] Oh, OK, fine. Thanks a lot. Have a wonderful day ahead.
[AGENT][NEUTRAL] You too. Bye bye.