AccountId: 011433970860
ContactId: b5bc34ef-9087-460f-9828-0e1eb99e0d17
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 424910 ms
Total Talk Time (AGENT): 113766 ms
Total Talk Time (CUSTOMER): 109833 ms
Interruptions: 2
Overall Sentiment: AGENT=1.1, CUSTOMER=1
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/03/18/b5bc34ef-9087-460f-9828-0e1eb99e0d17_20250318T14:31_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling APL. This is [PII]. How may I help you?
[CUSTOMER][NEUTRAL] Hi, hi, [PII], this is [PII]. I'm calling from provider office.
[AGENT][NEUTRAL] Hi, [PII].
[AGENT][POSITIVE] How can I help you today?
[CUSTOMER][NEUTRAL] Uh
[CUSTOMER][NEUTRAL] Yeah, I need to check uh claim status.
[AGENT][NEUTRAL] OK, I can help you with claim status, sir. Can I please get your call back number just in case the call is disconnected?
[CUSTOMER][NEUTRAL] Yeah, callback number is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Thank you, sir. And then what is the patient's name, date of birth, and policy number?
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Yeah. Patient's name [PII] and the date of birth [PII] and the policy number 02564895.
[AGENT][NEUTRAL] OK, I'm gonna look up that policy real quick.
[CUSTOMER][POSITIVE] Yeah, sure, take your time.
[AGENT][POSITIVE] Thank you, sir.
[AGENT][NEUTRAL] OK, and then can you please give me the data service and the charge amount?
[CUSTOMER][NEUTRAL] Yeah, date of service [PII]. The charge amount is $254.92.
[AGENT][NEUTRAL] Thank you sir and then what is the name of the facility you're calling from?
[CUSTOMER][POSITIVE] Thank you sir
[CUSTOMER][NEUTRAL] So.
[CUSTOMER][NEUTRAL] Agent of [PII] is it.
[AGENT][NEUTRAL] OK, I'm gonna put you on a quick hold while I look up this claim for you and I will be right back, sir.
[CUSTOMER][NEUTRAL] put you on a quick
[CUSTOMER][POSITIVE] Yeah, sure. Thank you so much.
[AGENT][POSITIVE] You're welcome.
[CUSTOMER][NEGATIVE] You are on hold.
[CUSTOMER][NEGATIVE] You are on hold.
[AGENT][NEUTRAL] Thank you for holding for me, [PII]. So looking on this data services, um, I have the claim number it's 355.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] 2342.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Uh, let me let you know the claim was received on.
[AGENT][NEUTRAL] [PII] and processed on February.
[CUSTOMER][NEUTRAL] Um, um, my.
[CUSTOMER][NEUTRAL] Glory, I can't hear you clearly. Glory. Could you please?
[AGENT][NEUTRAL] [PII].
[CUSTOMER][POSITIVE] Glory.
[AGENT][NEUTRAL] Yes.
[CUSTOMER][NEUTRAL] Glory, are you there?
[CUSTOMER][NEUTRAL] Yeah, yeah, it's not clear, yeah.
[AGENT][NEUTRAL] I'm there.
[CUSTOMER][NEUTRAL] Actually I can't hear you clearly need some noise and breakable.
[AGENT][NEUTRAL] OK, alright, let me see if I can fix that for you.
[CUSTOMER][NEUTRAL] I
[AGENT][POSITIVE] OK, thank you so much. Uh, the claim was received on [PII].
[CUSTOMER][POSITIVE] OK thank you
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] And it was also processed on the same day.
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] And the claim was denied because the policy had already lapsed on.
[CUSTOMER][NEUTRAL] They had
[AGENT][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] Policy already?
[AGENT][NEUTRAL] The policy terminated on [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII]. Uh, may I know the any um other coverage for this patient?
[CUSTOMER][NEUTRAL] [PII], are you there?
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][NEUTRAL] Hello.
[CUSTOMER][POSITIVE] Hello, [PII].
[CUSTOMER][POSITIVE] [PII].
[AGENT][NEUTRAL] Ma'am, can you hear me?
[CUSTOMER][POSITIVE] Yeah, yeah, now, now I can hear me, [PII].
[AGENT][NEUTRAL] Oh, OK. Oh good. OK.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] OK. Uh, [PII], may I know any other coverage for this patient, please?
[AGENT][NEUTRAL] Uh, let me see if we have any other coverage.
[CUSTOMER][NEUTRAL] If we
[CUSTOMER][NEUTRAL] Yeah, yeah, yeah. Yeah, that's it.
[AGENT][NEUTRAL] Uh, no, sir, there are no active policies for this patient.
[CUSTOMER][NEUTRAL] Um, there are.
[CUSTOMER][POSITIVE] Yeah, sure. Thank you so much, [PII]. Thank you so much for the information. May I know your card reference number, please?
[AGENT][POSITIVE] Yes sir you can use my name and today.
[CUSTOMER][NEUTRAL] Yes.
[CUSTOMER][POSITIVE] Yeah, thank you so much, [PII]. Have a great day. Be safe. Bye-bye.
[AGENT][POSITIVE] Bye-bye, [PII]. You have a wonderful day and thank you for calling APL.
[CUSTOMER][NEUTRAL] Yeah, yeah, bye bye.
[AGENT][NEUTRAL] Bye-bye.