AccountId: 011433970860
ContactId: bbba3a04-36de-46c7-b26c-e0ca76f3dfdb
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 242800 ms
Total Talk Time (AGENT): 94482 ms
Total Talk Time (CUSTOMER): 57943 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=0
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/bbba3a04-36de-46c7-b26c-e0ca76f3dfdb_20250618T16:18_UTC.wav
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[AGENT][NEUTRAL] Good afternoon. Thank you for calling APL. This is [PII]. How may I help you today?
[CUSTOMER][NEUTRAL] Hi, ma'am, I'm [PII] calling from our office upon checking claim status.
[AGENT][POSITIVE] OK, I'll be glad to help you and go ahead and give me your name and the member's policy number.
[CUSTOMER][NEUTRAL] 7
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah, ma'am, I'm there.
[AGENT][NEUTRAL] Yeah, I'm sorry, I did.
[CUSTOMER][NEUTRAL] And the member ID will be
[CUSTOMER][NEUTRAL] 1106336
[AGENT][NEUTRAL] Go ahead.
[AGENT][NEUTRAL] Alright, say that one more time, please.
[CUSTOMER][NEUTRAL] The member ID will be 1106336.
[AGENT][POSITIVE] Alrighty, thank you for that and I am so sorry. I did not catch your name.
[CUSTOMER][NEUTRAL] Um.
[AGENT][NEUTRAL] Your name?
[CUSTOMER][NEUTRAL] Ma'am, ma'am, I'm [PII].
[AGENT][NEUTRAL] Uh, [PII], and what is the patient's name and date of birth?
[CUSTOMER][NEUTRAL] Mm
[CUSTOMER][NEUTRAL] It's [PII] and the date of birth is [PII].
[AGENT][NEUTRAL] Alrighty, thank you for that. [PII], now you did say you want to check status of a claim, is that correct? Data service.
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] And what's your data service you're checking on?
[CUSTOMER][NEUTRAL] It's [PII].
[AGENT][NEUTRAL] And how much is your bill for?
[CUSTOMER][NEUTRAL] OK.
[CUSTOMER][NEUTRAL] $320 even.
[AGENT][NEUTRAL] All right, [PII], let's see.
[AGENT][NEUTRAL] I don't see anything for that date of service, so we did not receive that claim here at all, [PII].
[CUSTOMER][NEUTRAL] Don't you find any claim?
[AGENT][NEUTRAL] I'm sorry, what what was that?
[CUSTOMER][NEUTRAL] And don't you find any claim on this number ID?
[AGENT][NEUTRAL] Uh, we do not have a timely filing limit, but this plan did terminate on [PII], so patient does not even have coverage on that data service here at all, [PII], but you can file that claim if you need that denial.
[CUSTOMER][NEUTRAL] Grim?
[AGENT][NEUTRAL] No, the, the, the policy is not active, but policy is not active for that data service.
[CUSTOMER][NEUTRAL] Ma'am, can you repeat once again, please?
[CUSTOMER][NEUTRAL] Does the patient have any other active palsy?
[AGENT][NEUTRAL] No.
[CUSTOMER][NEUTRAL] OK. May I know the date of the policy?
[AGENT][NEUTRAL] The effective date is [PII].
[AGENT][NEUTRAL] And the termination date is [PII].
[CUSTOMER][NEUTRAL] [PII].
[AGENT][NEUTRAL] Mhm.
[CUSTOMER][NEUTRAL] OK, Nela.
[CUSTOMER][NEUTRAL] Car is terminated.
[AGENT][POSITIVE] I'm sorry, what, what was that? I'm so sorry.
[CUSTOMER][NEUTRAL] Oh, I need you will pay for this claim, ma'am.
[AGENT][NEUTRAL] You about that claim, we do not have it.
[CUSTOMER][NEUTRAL] You don't have claim, claim number.
[AGENT][NEUTRAL] No claim number because we don't have a claim.
[CUSTOMER][NEUTRAL] Could you hold for a moment, please?
[AGENT][NEUTRAL] Hello?
[CUSTOMER][NEUTRAL] Yeah
[AGENT][NEUTRAL] OK.