AccountId: 011433970860
ContactId: bf1fe022-7b4d-4729-9303-d696467125d4
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 223520 ms
Total Talk Time (AGENT): 48860 ms
Total Talk Time (CUSTOMER): 63158 ms
Interruptions: 0
Overall Sentiment: AGENT=0.6, CUSTOMER=-0.5
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/16/bf1fe022-7b4d-4729-9303-d696467125d4_20250616T22:08_UTC.wav
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[AGENT][POSITIVE] Thanks for calling APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] [PII], hi, my name is [PII]. I'm calling from the office of UrgentMed, and I'm receiving a denial on a claim that we submitted and if you can just, um, explain me why we're getting this denial, it's the OB states that the patient is not eligible anymore, but is there maybe a different ID she has?
[AGENT][NEUTRAL] Um, do you have the policy number for the patient, [PII]?
[CUSTOMER][NEUTRAL] Yes, so, yes, uh, one second.
[CUSTOMER][NEUTRAL] I have 021-95129 ML 8.
[AGENT][NEUTRAL] OK, and the patient name and date of birth?
[CUSTOMER][NEUTRAL] [PII] [PII].
[AGENT][NEUTRAL] OK. And what was that date of service?
[CUSTOMER][NEGATIVE] So I received that you'll be denial of service [PII], but she also had [PII].
[AGENT][NEUTRAL] OK, um, let me see what.
[AGENT][NEUTRAL] No, I got the term date is [PII]. Let me make sure I'm not missing something.
[AGENT][NEUTRAL] Um, let's see.
[AGENT][NEUTRAL] OK, and you said [PII], is that right? And then [PII]?
[CUSTOMER][NEUTRAL] Yeah, it's [PII] and [PII].
[AGENT][NEUTRAL] Mhm
[CUSTOMER][NEGATIVE] For the [PII] I have not received any response back only the follow up visit [PII].
[AGENT][NEUTRAL] For the
[AGENT][NEUTRAL] I show the term date is [PII], but I'm trying to make sure I'm not missing something somewhere. Hold on one moment.
[AGENT][NEUTRAL] OK, um, I'll send this back through for processing. It may have been just crossed with the eligibility file we received.
[AGENT][NEUTRAL] Um, but I, I show it term 61-2025, so, um, I'll get that sent back through.
[CUSTOMER][NEUTRAL] OK
[CUSTOMER][NEUTRAL] Both
[AGENT][NEUTRAL] Yes, both of those. Uh-huh.
[CUSTOMER][POSITIVE] Both bills? OK OK perfect I appreciate it thank you so much.
[AGENT][POSITIVE] OK, thank you for calling APL. I hope you have a good evening.
[CUSTOMER][NEUTRAL] You too, [PII] bye bye.
[AGENT][NEUTRAL] It