AccountId: 011433970860
ContactId: bb663685-f935-466c-a49d-f3df3350e1a0
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 187440 ms
Total Talk Time (AGENT): 82973 ms
Total Talk Time (CUSTOMER): 62376 ms
Interruptions: 0
Overall Sentiment: AGENT=0.5, CUSTOMER=1.6
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/05/21/bb663685-f935-466c-a49d-f3df3350e1a0_20250521T15:15_UTC.wav
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[AGENT][NEUTRAL] Thank you for calling ATL. This is [PII].
[CUSTOMER][NEUTRAL] Hey [PII], my name is [PII] and I'm calling from provider office looking for the claim status. How are you doing today?
[AGENT][POSITIVE] I'm doing well [PII] how are you?
[CUSTOMER][POSITIVE] Good good thank you for asking me so I have a claim just want to know get claim status.
[AGENT][NEUTRAL] Of course.
[AGENT][NEUTRAL] Yeah, I can check that claim for you. uh, [PII], before we go any further, can I get a good call back number from you in case we're disconnected?
[CUSTOMER][NEUTRAL] Sure, the callback number is [PII].
[AGENT][POSITIVE] Thank you. And then
[CUSTOMER][NEUTRAL] And the extension would be [PII].
[AGENT][NEUTRAL] OK, got it. Thank you. And then do you have the policy number?
[CUSTOMER][NEUTRAL] Policy number is 759081.
[AGENT][NEUTRAL] That was 759-081?
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK and then what was the name and date of birth for the member please?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] OK, thank you for verifying that. What was the date of service for this claim?
[CUSTOMER][NEUTRAL] [PII] charge amount is $160 even.
[AGENT][NEUTRAL] OK, that was [PII] for $160.
[CUSTOMER][NEUTRAL] Right.
[AGENT][NEUTRAL] OK, so I will let you know [PII] that this policy terminated, uh, [PII], um, and I just looked and there are no active policies, uh, for that date of service. Do you still want me to check to see if this claim was received?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][NEUTRAL] OK.
[AGENT][NEUTRAL] OK, so we did receive this claim um did you need that claim number?
[CUSTOMER][NEUTRAL] Uh, what was the received date?
[AGENT][NEUTRAL] 01 moment, let me get that.
[CUSTOMER][NEUTRAL] Yeah.
[AGENT][NEUTRAL] OK, so this claim was received [PII] and it was processed on uh it was processed the same day, [PII].
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] And what is the.
[CUSTOMER][NEUTRAL] Is that the [PII] or the night?
[AGENT][NEGATIVE] It was denied as the services were rendered after coverage was terminated.
[CUSTOMER][NEUTRAL] OK, thank you. What is the claim number?
[AGENT][NEUTRAL] That is 358-9908.
[CUSTOMER][NEUTRAL] 908 thank you and uh what is the caller reference number about this call?
[AGENT][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Sure, that would be my first name, last initial, and today's date. Uh so my name is spelled [PII] Was there anything else I could help you with, [PII]?
[CUSTOMER][POSITIVE] Thank you.
[CUSTOMER][POSITIVE] Thanks.
[CUSTOMER][POSITIVE] No thank you so much have a great day bye bye.
[AGENT][POSITIVE] Of course, thanks for calling APL you too bye bye.