AccountId: 011433970860
ContactId: bf83d998-484c-429a-b15f-94142160d943
Channel: VOICE
LanguageCode: en-US
Total Conversation Duration: 265220 ms
Total Talk Time (AGENT): 71392 ms
Total Talk Time (CUSTOMER): 83006 ms
Interruptions: 0
Overall Sentiment: AGENT=-0.2, CUSTOMER=0.4
Redaction Types: PII
Input Audio S3: s3://apl-connect-contactcenter-data-prod/connect/apl-prod/CallRecordings/2025/06/18/bf83d998-484c-429a-b15f-94142160d943_20250618T12:05_UTC.wav
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[AGENT][NEUTRAL] APL. This is [PII]. How can I help you?
[CUSTOMER][NEUTRAL] Hello, sir. Uh, this is [PII]. Last name initial is [PII]. I'm calling from [PII]'s office to check on a claim.
[AGENT][POSITIVE] OK, I'm happy to check on a claim. Do we have a policy number?
[CUSTOMER][NEUTRAL] Yes, of course, it is uh.
[CUSTOMER][NEUTRAL] 3 consecutive 19,240.
[AGENT][NEUTRAL] I'm sorry, start over again.
[CUSTOMER][POSITIVE] I'm sorry
[CUSTOMER][NEUTRAL] Yeah, it's 3 to 1.
[CUSTOMER][NEUTRAL] 9240.
[AGENT][NEUTRAL] 22,219,240
[CUSTOMER][NEUTRAL] No, it's 3 consecutive one. I mean 1,119,240.
[AGENT][NEUTRAL] 119,240.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] Name and date of birth?
[CUSTOMER][NEUTRAL] [PII] and date of birth is [PII].
[AGENT][NEUTRAL] Data service.
[CUSTOMER][NEUTRAL] [PII] it charge amount of $70 even.
[AGENT][NEUTRAL] And it was [PII].
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] One moment.
[CUSTOMER][NEUTRAL] Mhm.
[AGENT][NEUTRAL] OK, so this claim is received [PII], denied on [PII].
[AGENT][NEGATIVE] The member was not eligible for benefits at the time of service, plan was not active. members plan terminated back in [PII].
[CUSTOMER][NEUTRAL] What was the coverage, the coverage, uh, one was the coverage?
[AGENT][NEUTRAL] Effective date was [PII].
[CUSTOMER][NEUTRAL] So termination data coverage, what would the exact date?
[AGENT][NEUTRAL] Termination date [PII].
[CUSTOMER][NEUTRAL] Or do you find any other insurance on file?
[AGENT][NEGATIVE] Not with us, no.
[CUSTOMER][NEUTRAL] There is no active coverage. And by the way, could you please uh confirm the address of the member here? I have one address. So could you please confirm whether you are having the same address or not?
[AGENT][NEUTRAL] You need me to check another date?
[CUSTOMER][NEUTRAL] No. Yeah, I'm asking for the patient address. Uh, I have one address with me. Just confirm whether you're having the same address or not.
[AGENT][NEUTRAL] You need me to check another patient?
[CUSTOMER][NEUTRAL] No, for the same patient.
[AGENT][NEUTRAL] What do you need me to check on this patient?
[CUSTOMER][NEUTRAL] So the
[CUSTOMER][NEUTRAL] See, I have patient address with me for this number. I need to confirm we are having the correct address in order to reach out to the member.
[AGENT][NEUTRAL] The correct address to reach out to the member?
[CUSTOMER][NEUTRAL] Yes.
[AGENT][NEUTRAL] OK, what address do you have?
[CUSTOMER][NEUTRAL] [PII].
[CUSTOMER][NEUTRAL] [PII]. Is this the same address you're having?
[AGENT][NEUTRAL] That's the last one we have on file, yes.
[CUSTOMER][NEUTRAL] Got it. So that's all I need, uh.
[CUSTOMER][NEUTRAL] Uh, yeah, kindly just provide me the call reference that's all I need for this number.
[AGENT][NEUTRAL] My name is [PII] and then today's date.
[CUSTOMER][POSITIVE] Thank you for that, [PII]. Have a great day. Bye-bye.